Service CRM – Feature Overview
A comprehensive look at all features available in the LeadFlow Pro Service CRM module.
Service CRM – Complete Feature Overview.
This article provides a detailed overview of every feature in the LeadFlow Pro Service CRM. Use it as a reference guide when configuring your support operations or training new agents.
- For setup instructions, see Service CRM Guide.
- For agent-specific guidance, see Ticket Details Page – Agent View.
1. Ticket Lifecycle
Every support ticket follows a defined lifecycle from creation to closure. Understanding the lifecycle helps you configure automations and SLA policies correctly.
- Open – Ticket has been created but no agent has responded yet.
- In Progress – An agent is actively working on the ticket. First response SLA clock stops.
- Pending Customer – Agent has replied and is awaiting customer response. Resolution SLA may be paused.
- Resolved – Agent has provided a resolution. Ticket is pending closure if no customer response in 48 hours.
- Closed – Ticket is fully resolved. A CSAT survey is sent to the customer.
- Re-opened – Customer replies after the ticket was closed. Ticket re-enters the In Progress stage.
2. Omni-channel Conversations
LeadFlow Pro Service CRM consolidates all customer communications — regardless of channel — into a single, unified conversation thread on each ticket.
- Email Threading – All email replies from the customer and agent are threaded chronologically under one ticket.
- WhatsApp Messages – WhatsApp conversations are displayed inline with email threads on the same ticket.
- Internal Notes – Agents can leave private notes visible only to the support team. Notes appear in a different color in the thread.
- Attachments – Customers and agents can share files, screenshots, and documents — all stored on the ticket.
- Rich Text Replies – Agents can format replies with bold, lists, inline images, and links using the built-in editor.
3. Automation & Workflows
Automate repetitive support tasks using FloStack workflows triggered by ticket events. This reduces agent workload and ensures consistent handling of common ticket types.
- Auto-close Stale Tickets – Automatically close Pending Customer tickets if the customer hasn't replied in 72 hours.
- Auto-assign by Category – Route 'Billing' tickets to the Billing team and 'Technical' tickets to the Tech Support team automatically.
- SLA Escalation Notifications – Send a Slack message to the team lead when a ticket is 30 minutes from SLA breach.
- CSAT Survey Trigger – Send a satisfaction survey email 1 hour after a ticket is closed.
- Tag-based Routing – When a ticket contains specific keywords (e.g. 'refund', 'cancel'), auto-tag and route to the appropriate queue.
