From f8e19454f1c8ccc2ec6cef60ca63aa428b43eee7 Mon Sep 17 00:00:00 2001 From: Scott-Sowers-PostHog Date: Wed, 8 Jan 2025 14:03:49 -0800 Subject: [PATCH] Updated Lead Routing handbook docs for support requests --- contents/handbook/growth/sales/crm.md | 8 ++++++++ 1 file changed, 8 insertions(+) diff --git a/contents/handbook/growth/sales/crm.md b/contents/handbook/growth/sales/crm.md index 07fd1b7d8440..e208a3d5b99b 100644 --- a/contents/handbook/growth/sales/crm.md +++ b/contents/handbook/growth/sales/crm.md @@ -111,6 +111,14 @@ Unqualified: A lead that does not meet the criteria to become an opportunity. - Document the reasons for disqualification in the “Disqualification reason” field in Salesforce (e.g., budget constraints, lack of fit, self serve customer, non-opportunity-related inquiries, support requests). - Update the lead status to 'Unqualified'. +### Support Requests + +If you receive a lead for a self-serve customer who has used the Sales Contact Form to submit a support request, you should: +- Set the 'Disqualification reason' to 'Support Request' +- Update the lead status to 'Unqualified' + +This will [automatically create a ticket](https://zapier.com/editor/274433115/published) in Zendesk for the Comms team to review and address. You will be CC'd on the ticket and the ticket link will be added to the Lead's 'Next Steps' field in Salesforce. + ### Lead Qualification Criteria - Do they match our ideal customer profile? - Do they have a need that PostHog can help with?