CRM Helpdesk Module
Bridge between CRM and Helpdesk with flexible conversion between Leads and Tickets.
CRM Helpdesk module connects CRM (Lead Management) and Helpdesk (Customer Support) systems, enabling flexible conversion between Leads and Tickets.
Preserves complete conversation history, attachments, and UTM information during conversion, automatically creates or links customers during the process.
Key Features
Key points
• Convert Leads to Tickets when requests are not business opportunities.
• Convert Tickets to Leads/Opportunities when discovering business potential.
• Preserve complete conversation history (emails, notes, comments) during conversion.
• Automatically transfer all attachments to new records.
• Automatically create or link customers based on email/phone.
• Track UTM origin (Campaign, Medium, Source) across both systems.
When to Use This Module
Conversion Scenarios
| Scenario | Action | Result |
|---|---|---|
| Lead turns out to be technical support request | Convert Lead → Ticket | Helpdesk team handles request |
| Ticket discovers purchase need | Convert Ticket → Lead/Opportunity | Sales team follows opportunity |
| Customer contacts wrong department | Convert between CRM and Helpdesk | Transfer to correct department |
Core Terminology
| Fields | Description |
|---|---|
| Convert to Ticket | Convert Lead to Ticket. |
| Convert to Lead | Convert Ticket to Lead. |
| Convert to Opportunity | Convert Ticket to Opportunity. |
| Related Customer | How to handle customer during conversion. |
| Force assignment | Update assignee during conversion. |
| Conversion Action | Conversion action between CRM and Helpdesk. |
Convert Lead to Ticket
Convert Lead to Ticket when Lead turns out to be technical support request, not a business opportunity, or when customer contacts Sales department instead of Helpdesk.
Key points
• System auto-creates ticket with name, description, customer, email, phone from Lead.
• Complete conversation history (emails, notes, comments) transferred to new ticket.
• All attachments transferred to ticket.
• Lead is archived (not deleted), can be restored if needed.
• UTM information (Campaign, Medium, Source) preserved.
Steps
1. Open Lead to convert in CRM.
2. Click Convert to Ticket button on top bar.
3. System opens wizard with pre-filled information: Lead, Customer, Team.
4. Check and adjust Customer and Team (Helpdesk team) if needed.
5. Click Create Ticket to complete.
Convert Ticket to Lead/Opportunity
Convert Ticket to Lead/Opportunity when discovering customer has purchase needs during support, asks about new products/services, or needs transfer to Sales team.
Key points
• System auto-creates Lead/Opportunity with name, description, customer, email from ticket.
• Complete conversation history transferred to new Lead/Opportunity.
• All attachments transferred to new record.
• Ticket is archived, can be restored if needed.
• Force assignment: If checked, updates assignee even if already assigned.
Steps
1. Open Ticket to convert in Helpdesk.
2. Click Convert to Lead or Convert to Opportunity button on top bar.
3. System opens wizard with information: Ticket, Related Customer, Sales Team, Salesperson.
4. Choose customer handling: Link to existing, Create new, or Do not link.
5. Check Sales Team and Salesperson, adjust if needed.
6. Click Convert to Lead or Convert to Opportunity to complete.
Customer Management in Conversion
When converting Ticket to Lead, system provides 3 customer handling options to ensure customer information is managed accurately.
Key points
• System auto-searches customer in order: linked customer, search by email, search by phone.
• When customer found, system auto-updates email/phone if customer lacks them.
• Can change selected customer in wizard before conversion.
Customer Options
| Option | When to Use | Result |
|---|---|---|
| Link to an existing customer | System finds matching customer | Lead/Opportunity linked to selected customer |
| Create a new customer | No customer found but has name info | Create new customer from ticket info |
| Do not link to a customer | No complete customer information | Lead/Opportunity without customer |
History and Attachments
Key points
• Complete history preserved: sent/received emails, internal notes, comments, activities, followers.
• History is transferred (not copied): disappears from old record, appears in new record.
• All attachments (documents, images, PDFs) transferred to new record.
• New record has note: "Created from [Lead/Ticket] #XXX".
• Old record has note: "Converted to [Ticket/Lead] #XXX".
Efficient Workflow
To optimize workflow between Sales and Helpdesk teams, follow conversion principles and check information before conversion.
Guidelines by Role
| Role | Action | Note |
|---|---|---|
| Sales Team | Check Lead before handling | If support request, convert to Helpdesk immediately |
| Sales Team | Do not handle technical requests | Transfer to specialized team to preserve history |
| Helpdesk Team | Notice business opportunity signs | When customer asks about new products, convert to Sales |
| Helpdesk Team | Fill complete info before conversion | Add description about business needs |
Pre-Conversion Checklist
Before performing conversion, check important information to ensure smooth conversion process and accurate information preservation.
Key points
• Lead → Ticket: Ensure correct Helpdesk team selected, check customer info, review complete description.
• Ticket → Lead: Confirm this is business opportunity, select correct Sales team and assignee.
• Check customer info: Email, phone, company name must be accurate.
• Add description: Include information about business needs or technical issues.
Common Error Handling
Errors and Solutions
| Error | Cause | Solution |
|---|---|---|
| An archived ticket cannot be converted | Ticket already archived | Restore ticket (Action → Unarchive) first |
| Conversion button not visible | No permission or module not installed | Contact admin to check permissions |
| Duplicate customers | System creates new instead of using existing | Select "Link to existing customer" and choose correct one |
Security and Tracking
Key points
• Conversation history transferred completely, including internal notes.
• Check access permissions before conversion to ensure security.
• If no permission to view new record, system keeps you at old record.
• UTM information (Campaign, Medium, Source) preserved during conversion.
• Track marketing effectiveness across both CRM and Helpdesk systems.
Best Practices
Key points
• Use conversion instead of creating new to preserve complete history and attachments.
• Configure appropriate access permissions for Sales and Helpdesk teams.
• Train staff to recognize business opportunity signs in support requests.
• Establish process to check Leads/Tickets before handling.
• Use UTM information to evaluate marketing campaign effectiveness.
• Periodically review archived records to ensure no missed opportunities.