Whilst NetHelpDesk was originally a ticketing system, for teams to track issues experienced by their end-users, the product goes far beyond any standard help desk software. As the product developed, based on feedback from companies like yours and many others, we moved towards building a business management platform. Without sales and revenue opportunities, any company would not be able to function. Even local authorities and government bodies, schools, colleges, universities, and MSPs need to bring in revenue to cover costs, or track expenditure at the very least.
We took a copy of all the great ticketing functionality in NHD, and created a separate area specifically for tracking opportunities. Like support tickets, each sales lead is a ticket too, allowing you to track conversations and developments on all the processes and negotiations that take place, when bringing a new company on. It also handles revenue opportunities from your existing customers, whether created as they happen, or develop from a support ticket. Here, we show you how to maximise your NHD usage when looking at opportunities.
Some fundamentals before we move into using NHD for sales activity:
1. Creating ticket types for tracking opportunities.
2. Using Formatted Emails functionality.
3. Setting out sales statuses.
4. Using another Category group to report on activity.
5. Action buttons specifically for use on leads.
6. New email templates group for use with an additional mailbox.
7. Closure categories for high level reporting purposes.
8. Utilising the Quotes Thru Bill process for next level opportunity development.
9. Moving forward.
Let's look at these step by step, and see what we can utilise. Remember, we are here for whatever you need, at any time. We want to hear your thoughts, and feedback. Development is constantly evolving.
If you are a newer customer, your installation will have already come with an "opportunities" ticket type template for you to start with. If you have been with NHD for a while, you may need to create your own one. They are easy to set up, and you can just clone an existing ticket type, if you really want to start with the familiar.
1. Go to N > Setup > Main Configuration > Tickets > Ticket Types.
2. If an Opportunity ticket type is not avaialble, create one by click Add, or you can Clone whilst selecting another ticket type.
3. When editing the ticket type, it is important to mark the Is An Opportunity on the details tab, for the ticket type to appear in the Opportunities area.
4. In the Default Values, make sure that the new ticket type is assigned to the Sales section, or the equivalent group of agents you need to look after new tickets of this type.
5. By clicking the field list button at the bottom of the screen, select all the fields of data you would like to capture on the ticket type, dragging and dropping them from the left hand column to the right. Any that start with an asterisk * will be custom fields, created by someone in your organisation.
PLEASE NOTE: The only ticket field that is required, is the Summary field. All others are optional, but some built in for you may be useful to you. Whether you utilise them not, is your choice. You can add more fields using the Custom Objects area of the main configuration, essentially capturing any information on the opportunity ticket you could ever want.
6. Double click on the fields to toggle visibility and make mandatory, as needed. NHD only makes the Summary field mandatory. The rest is your choice.
7. If you have a test user in a test area/client/site list in the treeview, you can log into the end-user web portal to see what they see when filling out your new ticket types.
If you have forms on your website or intranet portals that capture data, you can map the fields in the emails those forms create, and get NHD to pull the details out, to populate NHD fields automatically for you.
Simply go to N > Setup > Main Configuration > Email > Incoming Email > Formatted Emails.
Where you see a field label, this is how the program is referenced. In the field box itself, is where you tell NetHelpDesk how to find this data in the e-mail body. So, we refer to a customer name as an Area or Client in NHD. To poplulate thr field with this data from the e-mail, NHD will look in the email for Client:. Anything that appears on the line after this tag, will be populated in the NHD database field Area/Client.
It is also possible to populate any custom field data from the email, in their respective custom field in the program. So, if the database name for a custom field is *CFColour, just make sure that the formatted email captures a field called CFColour from your form, and what the end-user puts in that field on the web form, will go onto the email sent to NetHelpDesk, and NHD will populate the field in the database with that data.
If you think back to When you downloaded a trial of NetHelpDesk, the form you completed on our website, creates a formatted email when you clicked Submit. This formatted email is sent to our database, and it creates a sales opportunity ticket for you in our database of NetHelpDesk. That way, we know to follow up with you, and make sure you're getting everything you need whilst trialling our product. There are many reasons you can use this feature. Just make sure you specify in Formatted Emails what to look for in the email content.
PLEASE NOTE: Make sure you have an email rule set up to look for these types of emails, and treat them separately from typical help desk support tickets. You can add as many rules as you like, to check for many different types of parameters. Just speak with your NetHelpDesk representative if you need any help setting this up.
For tracking sales opportunities, and whereabouts in the process they are of onboarding, statuses are the simple way to organise your leads. NetHelpDesk comes with default statuses, aimed at the support tickets process. Whilst a New status may be something useful for both support tickets, and sales tickets, With Supplier may not be as useful for sales tickets.
Go to N > Setup > Main Configuration > Statuses to start creating your own statuses. Drag and drop the statuses in the list, to change the order they appear in drop down lists, and the Status view of tickets.
Once you have the statuses specified for the sales process, it may not be useful to have your new sales statuses available to support tickets, and vice versa. To restrict these statuses to their relevant ticket types, go to N > Setup > Main Configuration > Tickets > Ticket Types > Edit a Ticket Type > Restrictions. You can now restrict certain statuses to certain ticket types, and not include others so that they do not show.
PLEASE NOTE: Once statuses become customised in the way above, you will need to customise the statuses on every single ticket type being actively used in NHD. By not adding any status restrictions as above to a ticket type, ALL statuses will be available on that ticket type.
Categories come in 4 groups, and each group can have up to 600 categories in them. Install > Hardware > Server consists of three levels, but counts as one single category. The first group of the four are usually utilised for support tickets. So, choose another category group. Inside this group add the categories you wish to use for your revemue opportunities.
You may wish to categorise them in a similar way to: New Equipment, New Contract, Additional Licences, Professional Services. Or you may wish to capture how the sales opportunity came to the business, such as: Word of Mouth, Google Search, Existing Customer, Sales Demonstration at Show, Twitter, and so on.
Whatever you decide, you have the freedom to ustilise this feature how you wish to. You don't have to use them at all, but they are there should you want to. Go to N > Setup > Main Configuration > Categorisation.
If you prefer to have the sales categories in the same list as the support ones, or if you wish to restrict certain statuses of the sales category group to certain ticket types, you absolutely can do. The process can be as simple or as granular as you need.
In a similar way to statuses, action buttons can be restricted to particular ticket types. Go to N > Setup > Main Configuration > Actions to start adding your own actions. A separate guide is available regarding action buttons. There are a few things to look out for when creating them, and a few mandatory fields you'll need to think about.
Once created, go to the Ticket Types area as before, but instead of adding statuses to the ticket type to only show those ones selected on that particular ticket type, you add action buttons to the ticket type to only show those ones selected on that particular ticket type.
As before, you can restrict actions and statuses and categories, only two of them, only one of them, or none at all. NHD doesn't force the use of these, but they are extremely useful.
Many companies don't like using the same email address for support issues and sales enquiries. Some will set up 2 separate addresses, such as support@ and sales@. If you want the sales emails to create opportunities in NetHelpDesk, you'll need to add an additional mailbox to the setup. Go to the separate guide on how to add additional mailboxes.
Once the new mailbox is being polled by NHD, any email that hits the inbox of that mailbox, will create a new ticket in NHD. When adding an email address for sales, it would be useful to specify that the mailbox will create an Opportunity ticket, and use a separate group of email templates. Go to N > Setup > Main Configuration > Email > Outgoing Email > Message Groups to create a new group of templates.
Then, go back to the mailbox setup, and specify the sales@ mailbox to use this new email templates group, with its own ticket type. This comparison shows how easy it is to have 2 mailboxes working in NHD, to assist you teams. Now, all emails for those types of tickets will use their own email templates from that mailbox. Again, this is a suggestion. It is possible to add as many different mailboxes, email templates and ticket types as you could want.
When closing sales tickets, you may wish to further categorise why the leads are closed. NHD comes with some examples of closed statuses. Go to N > Setup > Main Configuration > Sales > Closure Categories to edit this list, and add more, where necessary.
Some will remove the actual Close action button from opportunity ticket types, so that these closure categories are utilised in the Opportunities area.
Once the configuration is completed, you can then start utilising NHD for tracking sales opportunities, and managing your relationship with your customers, whether new or existing. The Quotes Thru Bill guide gives a high level overview of the further functionality in NHD to maximise your revenue opportunities, and eventually billing your customer through your chosen accounts software.
Even if you don't wish to bill your customers, or use some of the functionality offered by the program, this high level guide gives you an idea of the vision of the functionality, and you can pick and choose what is relevant to your business.
The main points are to create a ticket as a sales lead, Quote your customer, of your Items, whether physical or service, record a Sales Order once they have confirmed their order, create a Purchase Order, if you need to order items from your Suppliers or third-party Vendors, Consignement of those items to the sales order once fulfilled, and then Bill the customer for time, materials, contracts and/or recurring billing items or subscriptions.
NetHelpDesk is no ordinary ticketing software. It is a full business management tool.
These guides are meant to help you understand the processes and functionality within NetHelpDesk, but there is only so much that can be achieved from words on a screen, or piece of paper. NetHelpDesk offers an entire set of professional services to help you maximise use of NHD, in an efficient and thorough manner.
Contact our team to discuss what you are trying to achieve, and we can help guide you in the next best step.
NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.