A ticket carries the CRM customer it concerns

What moves

A ticket can store a CRM contact as its requester (through Copilot or the API) and be linked to a CRM company or contact. The ticket keeps the reference; no CRM screen lists the customer's tickets yet.

Before you start

• Both modules in your plan
• The customer exists as a CRM contact or company and you have its reference code

Step by step

1. Helpdesk agentAI Copilot

   Asks Copilot to file a ticket for an outside customer, naming their CRM contact.

   You see:The ticket stores the contact's reference.

2. Helpdesk agentHelpdesk & Ticketing

   Adds a CRM company link on the ticket by pasting its reference code.

   You see:The Linked records card shows a CRM company link.

3. Helpdesk agentCRM & Sales Pipeline

   Looks the customer up in CRM before replying.

   You see:The agent sees the customer's records there; the ticket itself does not open them.

Related

• CRM & Sales Pipeline
• Helpdesk & Ticketing
• A website enquiry becomes a CRM lead
• A won deal becomes a delivery project
• A won deal can open a draft order
• A manager moves deals to another rep
• A qualified lead is handed from a development rep to an account executive
• Connections between modules