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Customer Support Tickets, Tasks & Lead Tracking

Innoventry's CRM, Task and Ticket module tracks customer inquiries, after-sales service tickets, scheduled follow-ups, and prospective sales leads from portals like IndiaMART.

1. Customer Support Ticket Tracking

Used to log, route, and resolve customer complaints, product inquiries, and after-sales service requests.

  • Desktop Navigation: CRM > Support Tickets > New Ticket
  • Web / Mobile Route: /main/crm/trackers (or /main/crm)

Step-by-Step Procedure

  1. Click New Ticket.
  2. Customer Contact: Select or add the customer name, phone number, and email.
  3. Ticket Category (Tracker): Select the relevant workflow tracker (e.g., Product Inquiry, Technical Support, Delivery Complaint, Billing Query).
  4. Issue Description: Enter the ticket subject and customer comments.
  5. Assignment & Due Date:
    • Assign the ticket to a team member (e.g., Support Agent / Service Manager).
    • Set the target resolution Due Date & Time.
  6. Progress Workflow:
    • As work progresses, update the ticket status:
      • Open -> In Progress -> Waiting for Customer Response -> Resolved -> Closed.
    • Add internal progress notes into the ticket history log.

2. Tasks & Automated Reminders (SMS & Email)

Ensures that sales team follow-ups, payment collection reminders, and periodic maintenance tasks are never forgotten.

  • Desktop Navigation: Tools > Tasks & Reminders > New Task
  • Web / Mobile Route: /main/crm/activities (or /main/task/manage)

Step-by-Step Procedure

  1. Click New Task.
  2. Task Details: Enter task title (e.g., Payment Collection Follow-up for Invoice INV-2026-089).
  3. Link to Contact: Link the task to a specific customer or vendor ledger.
  4. Priority: Select Low, Medium, or High.
  5. Recurrence:
    • Set repeat frequency: None (one-off), Daily, Weekly, Monthly, or Yearly.
  6. Reminders:
    • Set reminder time (e.g., 30 minutes before, 1 day before).
    • Check Reminder by Email or Reminder by SMS to dispatch automated notifications to the assignee or customer.
  7. Click Save. The task displays on the user's dashboard and alerts the operator upon login.

3. IndiaMART B2B Lead Integration

Automatically imports and converts B2B buyer inquiries from IndiaMART into prospective leads in Innoventry ERP.

  • Desktop Navigation: CRM > IndiaMART Leads
  • Web / Mobile Route: /main/crm

Step-by-Step Procedure

  1. Configure your IndiaMART Key and Mobile Number in CRM > Settings > IndiaMART API Configuration.
  2. Click Sync Leads:
    • The system connects to the IndiaMART API and pulls new buyer inquiries.
    • Captured data includes: Buyer Name, Mobile Number, City / State, Product Inquired, and Buyer Message.
  3. Convert Lead to Customer / Quotation:
    • Click Convert to Customer to instantly create a new Sundry Debtor ledger.
    • Click Generate Quotation to create a draft price quotation addressed to the buyer for the requested product.
Customer Support Tickets, Tasks & Lead Tracking — Help | Innoventry