Leads Module

Knowledge Base Leads
1

The Leads module is the place for inbound communication that is not directly associated with a ticket, estimate or invoice.

What it Does

Funnels unassociated inbound traffic to a single place for you to read emails, to filter new customers, existing customer messages and tickets being sent to your Mailbox or from your website.

What it Doesn't Do

Transition directly from Lead to Estimate (you must go from Lead to Ticket, then to Estimate).

Table of Contents

Set Up
Walkthrough
Lead Details screen
Marking Leads as Spam

Set Up

If you do not see a Leads tab, you need to enable the Leads Module.

  1. Go to Admin > Leads - Preferences.
  2. Check the Enable Leads Module box.
  3. Click Save.

See our Leads Settings article for more details about this screen.

Walkthrough

Click the Leads tab. This takes you to the Leads page that shows a list of all active Leads that are not won or lost by default. You have the option to filter by specific statuses or assigned techs.

You can click on the "Lead Details" section to then go into the Lead and view more information about it:

You can also click on "Kiosk Mode" to open up the Kiosk Mode that will create brand new Leads. This mode is designed for the Customer to use, and so you can put this on an iPad as a kiosk or even send this link to your Customers via email so they can create a Lead from home:

Convert Lead into a Customer and/or Ticket - Lead Details screen

When an existing customer sends in a Lead, the system will match up the sent data such as the email address and phone number with an existing customer in your system. If the data does not match any customer in your system, you can create a new Customer directly from the Lead. First click into it to view the Lead Details, then you can see the customer details on the left side:

You can click on "Create Customer" to create a brand new Customer in Syncro. If you plan on also converting the Lead into a Ticket for that Customer you can save a few clicks by clicking on "Create Customer & Ticket". Once that's done navigate to the Ticket tab to see the Ticket for that new Customer.

Marking Leads as Spam

It's possible to mark unwanted leads as spam. You can do this by clicking Mark as Spam in the three dots menu next to the Process button. Marking a lead as spam will prevent future messages from that email address from showing up in leads.

MarkAsSpam

If you accidentally mark a lead as spam, here is how to fix it:

  1. Go to the Leads module.
  2. In the “9 selected” dropdown, uncheck everything and check the Lost checkbox.
  3. Click Apply.
  4. Click the three dots to the right of the desired account and select “Unmark as Spam.”
  5. It will say, “All set!” Click Close.
  6. If you refresh the page, you will see it is no longer marked as spam.

You can view all the emails marked as spam in your account by manually navigating to [yoursubdomain].syncromsp.com/lead_spams.

2

Hi, the part where it says,

> “When an existing customer sends in a Lead, the system will match up the sent data such as the email address and phone number with an existing customer in your system. If the data does not match any customer in your system, you can create a new Customer directly from the Lead…”

, when you say “existing customer”, doesn’t it mean that person’s email address/phone number is already associated with an existing customer account in Syncro? Some of our tickets would say it was created from a lead even if it was sent by an existing contact of a customer account. From what I understand, a ticket will be created from a lead if that person’s email address is not associated with any customer account in Syncro or if it is that person’s first time sending us a support request. Isn’t that right?

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