Service CRM
New UpdateManage customer support tickets, agent workflows, SLAs, and service analytics — all in one place.
Welcome to LeadFlow Pro Service CRM.
Service CRM is LeadFlow Pro's complete customer support platform. It connects your support team with the full CRM context of every customer — purchase history, open deals, past tickets — so agents can resolve issues faster and deliver a consistent, personalized experience.
- For ticket details, see Ticket Details Page – Agent View.
- For mobile support, see Service CRM on Mobile App.
- For analytics, see Service Dashboards.
Note: Service CRM is a separate module from the Sales Suite. Access is controlled by user roles. Agents can only see tickets in the queues they are assigned to.
1. Ticket Intake Channels
Customers can reach your support team through multiple channels. All incoming requests are automatically converted into tickets in the Service CRM regardless of the source.
- Email – Connect a support email address (e.g. support@yourcompany.com). Every inbound email creates a new ticket automatically.
- Web Form – Embed a support form on your website or help center. Submissions create tickets with all form fields pre-populated.
- Live Chat – Connect your chat widget. When a chat ends, the transcript is saved as a ticket.
- Phone (via Twilio) – Inbound support calls are logged as tickets with call recordings attached.
- WhatsApp – Customers can message your WhatsApp Business number. Messages are routed to the queue and handled by agents inside the CRM.
- Manual Creation – Agents can manually create tickets from within the CRM for issues reported by phone or walk-in.
2. Ticket Assignment & Routing
LeadFlow Pro automatically routes incoming tickets to the right agent or queue based on rules you configure. This eliminates manual assignment and reduces first-response time.
Note: If all agents in a queue are at capacity, tickets wait in the queue. Configure capacity limits in Settings > Service > Queue Settings.
- Round Robin – Distribute tickets equally among available agents in a queue.
- Skill-based Routing – Route tickets to agents with the matching skill tag (e.g. Billing, Technical, Returns).
- Priority-based Routing – High-priority tickets skip the queue and are immediately assigned to a senior agent.
- Re-assignment – Agents can transfer tickets to another agent or queue at any time. The original assignee is notified.
3. SLA Management
Service Level Agreements (SLAs) define the maximum time allowed for first response and ticket resolution. LeadFlow Pro tracks SLA compliance automatically and escalates breached tickets.
- First Response SLA – Maximum time from ticket creation to the first agent reply. Typically 4–8 hours for standard tickets.
- Resolution SLA – Maximum time from ticket creation to closure. Varies by priority and plan tier.
- SLA Escalation – If an SLA is about to be breached, LeadFlow Pro sends an alert to the agent and their team lead.
- SLA Pause Rules – Pause the SLA timer during business hours only, or when the ticket is waiting for customer input.
- SLA Reports – View compliance rates per agent, queue, and priority level from Service > Reports > SLA Compliance.
