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Leads & Mailer Training Guide
Table of Contents
If you're a Technical Leader you'll want to set up your Syncro account to ensure that any incoming Leads are captured and efficiently processed. You may also want to leverage Syncro's Mailer feature to send existing clients email campaigns that drive new business—for example, when you have a new service offering.
Step 1: Verify Leads Settings
The Leads module provides a single location for you to manage communications from people that Syncro was unable to automatically link to an existing Customer Organization.
A Lead is an inbound communication into Syncro from an external source, most commonly through inbound emails. Many times Leads come in from existing Organizations, but in some cases they're new prospects.
The settings for Leads are automatically set for new accounts, and there aren't many cases where you'll need to edit these. However, it's a good idea to learn what each setting does in case you experience any unexpected behavior in your Syncro workflows.
Review what each of the Leads settings does. You'll find these under Admin > Leads - Preferences.
Step 2: How Leads Get Created
Snippet: Leads
The Leads module acts as the central inbox for all new inbound emails in Syncro. Any new emails sent to your Syncro account are stored here. This isn't optional; it's required for using email with ticketing. Every inbound email automatically creates a new Lead in Syncro regardless of Email Rules or Ticket Creation.
Here's how it works:
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Existing Contacts or Email Rules: If an incoming email address matches an existing End User (formerly Contact) or a pre-defined Email Rule, the Lead is automatically marked as "Won," and a Ticket is created from it.
IMPORTANT: If the email address matches an existing End User, Email Rules are not evaluated. - Mailbox Settings: If your inbound mailboxes are configured to "Never Create Tickets" or "Only Create Tickets for Existing Customers," incoming emails will generate an unread Lead instead of automatically creating a Ticket.
- Spam Management: If an email address is marked as spam within the Leads module, all future emails from that address will be automatically marked as "Lost" leads and hidden from your view. (See Mark/Unmark Leads as Spam for more details.)
Watch this short video to learn more:
Navigate to More > Leads and create a new Lead, using an email address that doesn't currently exist in your Syncro account and can't be matched to any email rules.
Step 3: Actions You Can Take on Leads
Review Unmatched Emails
When you see the bubble with the number next to your Leads tab, it's a good idea to review Leads that come from unmatched emails. You might also prefer to do this on some regular cadence, like once a week.
Mark a Lead as Spam
If the Leads generated for emails are junk, mark them as Spam. Doing this will block the email address associated with the Lead from generating further messages in Syncro.
Convert a Lead Into a New Organization and/or Ticket
When you click into a Lead, you decide whether you want to convert a prospect to a new Customer Organization and/or turn the Lead into a Ticket for the Organization. You can also track information about the Lead using the Sales Funnel fields.
Navigate to Leads and process the one you entered in Step 2. Either mark it as spam or convert it into a new Organization and/or Ticket. (Bonus: If you keep the Lead, enter some information into the Sales Funnel fields.)
Step 4: Send Mailer Campaigns
If you've brought in some new Customer Organizations through Leads, you may want to help them get to know you better by sending some emails about your products and services.
Note: Organizations and/or End Users will only receive mailer campaign emails when the “Receive Marketing Emails” box is checked in their Communication Settings and Emails section, respectively.
Snippet: Mailer
Syncro's Mailer allows you to set up a variety of campaigns to keep in touch with your customers.
For example, you can create automated follow ups to check-in after a ticket has been resolved, all based on specific time frames that work well for you. Alternatively, you can do one-time email blasts to all Organizations or a subset using Saved Organization Searches.
Note: Trial accounts have certain restrictions on Mailer Campaigns. In particular, blast emails are forbidden, and triggered campaigns that target more than a few Organizations in a given day are blocked.
Watch this short video to learn more:
Navigate to the Mailer, then either start a campaign or create a new mailing.
Next Steps
Now that you have a basic understanding of Leads, here are some other things you might want to learn about or revisit: