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Updated Lead Routing handbook docs for support requests #10301

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Updated Lead Routing handbook docs for support requests #10301

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8 changes: 8 additions & 0 deletions contents/handbook/growth/sales/crm.md
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Expand Up @@ -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?
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