CRM OS – CRM with Support Ticket System

Introduction

Welcome to our comprehensive tutorial on using the Customer Relationship Management (CRM) system with a built-in Support Ticket System. CRM is a powerful tool for managing customer interactions and sales, while the Support Ticket System enables you to seamlessly handle customer inquiries and issues.

In this tutorial, you will learn how to efficiently use the CRM system with the Support Ticket System, covering the following topics:

1. Setting up and configuring the CRM system and Support Ticket System
2. Creating and managing accounts, contacts, and custom fields
3. Configuring and using the leads and opportunities modules
4. Managing and tracking activities, appointments, and emails
5. Creating, assigning, and tracking support tickets
6. Adding and managing attachments, documents, and notes
7. Setting up and utilizing custom workflows and automations
8. Reporting and analytics

By the end of this tutorial, you will be well-versed in using the CRM OS with the Support Ticket System, allowing you to enhance your customer relationships, sales, and support processes, ultimately driving business growth.

Tutorial

I. Setting up and configuring the CRM system and Support Ticket System

1. Log in to your CRM OS account and navigate to the Settings menu.
2. Click on "Organizations" and select "Edit" to configure the organization details.
3. Fill in the required information such as organization name, phone number, and address.
4. Click "Save" to save the changes.
5. Navigate to the "Settings" menu and click on "Roles" to configure user roles.
6. Create multiple roles for different user roles, such as sales representatives, support agents, or administrators.
7. Grant permissions to each role to access specific features and settings.

II. Creating and managing accounts, contacts, and custom fields

1. Navigate to the "Accounts" module and click on "New" to create a new account.
2. Fill in the account information such as name, address, and phone number.
3. Click on the "Contacts" tab to add contacts associated with the account.
4. Create new contacts by adding their information, such as name, email, and phone number.
5. Click on the "Fields" tab to create and manage custom fields for the account and contact.
6. Create custom fields using the field types such as text, number, checkbox, or dropdown.

III. Configuring and using the leads and opportunities modules

1. Navigate to the "Leads" module and click on "New" to create a new lead.
2. Fill in the lead information such as name, email, and phone number.
3. Click on the "Opportunities" tab to create and manage opportunities associated with the lead.
4. Assign the lead to a user or role for follow-up and tracking.
5. Use the "Pipeline View" to visualize the leads and opportunities and track the sales process.

IV. Managing and tracking activities, appointments, and emails

1. Navigate to the "Activities" module and click on "New" to create a new activity.
2. Create activities such as phone calls, meetings, or task assignments.
3. Attach emails, documents, and notes to activities for seamless tracking.
4. Click on the "Appointments" tab to schedule recurring appointments.
5. Integrate email clients such as Gmail or Outlook to retrieve and send emails.

V. Creating, assigning, and tracking support tickets

1. Navigate to the "Support Tickets" module and click on "New" to create a new support ticket.
2. Fill in the support ticket information such as ticket title, description, and priority.
3. Assign the support ticket to a user or role for follow-up and tracking.
4. Use the "Ticket Feed" to view and prioritize support tickets.
5. Click on the "Notifications" tab to set notification preferences for support tickets.

VI. Adding and managing attachments, documents, and notes

1. Navigate to the "Media" module and click on "New" to attach a file.
2. Upload and attach files to accounts, contacts, activities, or support tickets.
3. Create and upload documents to the "Documentation" module.
4. View and manage notes and historical records.

VII. Setting up and utilizing custom workflows and automations

1. Navigate to the "Workflows" module and click on "New" to create a new workflow.
2. Create workflows using conditional rules and actions.
3. Automate tasks and save time using workflows.
4. Click on the "Automations" tab to create and manage automations.
5. Automate repetitive tasks and save time using automations.

VIII. Reporting and analytics

1. Navigate to the "Reports" module and click on "New" to create a new report.
2. Create custom reports using advanced filtering and grouping.
3. Use the "Visualize" feature to graphically display report data.
4. Click on the "Analytics" tab to view real-time analytics.

By following this comprehensive tutorial, you will be able to effectively use the CRM OS with the Support Ticket System, streamlining your customer-facing processes and driving business success.