The Leads module acts as the central inbox for all inbound emails in Syncro. Any email sent to your Syncro account is 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:

• 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.)

Notes: 

• Leads don't directly transition to Estimates. The workflow is: Lead → Ticket → Estimate.
• Replies to invoices and estimate emails are stored directly with those items and will not be displayed in the Leads Module.
• Customers are in the process of being renamed to Organizations, and Contacts to End Users. You may see both in Syncro for the time being.

Read on, or watch this short video to learn more:

View Leads (Emails)

To access inbound emails, click the Leads tab. This displays the Leads module and a table listing your emails.

Note: The Leads tab might be under the More menu. Customize your Syncro header to make the Leads tab more accessible if you want. See Syncro User Profile Menu for instructions.

By default, the table shows all active Leads (i.e., unprocessed emails) that haven't been won or lost (i.e., those not yet auto-converted into a ticket or marked as spam).

You can easily filter this view by specific statuses, inbound Mailboxes, or assigned technicians.

• To view more details about a specific email (Lead), click the Lead Name or the Process button.
• To View all Leads (inbound emails) select the Filters dropdown (it says “N Selected” and check all the boxes including Won and Lost:
  

Review Unmatched Emails

It's a good idea to keep the Leads Module visible as a top tab in Syncro. This way, you'll immediately spot inbound emails that haven't automatically created a ticket, thanks to the red bubble indicator. 

This often happens when an inbound email doesn't match an existing email rule or end-user. For example, if a customer accidentally emails you from a personal account like Gmail instead of their usual business email, you'll still be able to quickly respond and keep your ticket queue organized.

Collect Leads Using Kiosk Mode

Syncro designed Kiosk Mode to help you collect brand new Leads. You can put it on an iPad or a kiosk, or even send the link to your End Users. 

To collect leads using Kiosk Mode, follow these steps:

1. Navigate to the Leads tab.
2. In the upper right corner, click Lead Entry Mode. Syncro opens your check-in form in a new browser window: 
   

For more information about the check-in form, see Access the End User Portal.

Convert a Lead into a New Organization and/or Ticket

When someone sends in a Lead, Syncro attempts to match the information received (such as the email address and phone number) with an existing Organization. If the information doesn't match any existing Organization, you can create a new Organization (and/or a Ticket) directly from the Lead:

1. Navigate to the Leads tab.
2. From the Leads table, click the Lead Name or the Process button to view the Lead details. Syncro displays details about the Lead on the left side: 
   
3. Click Create Customer to create a brand new Organization in Syncro. Alternatively, if you plan on creating a Ticket for that new Organization, click Create Customer & Ticket on the right side instead: 
    
4. Click the appropriate View button to navigate to the Organization or Ticket: 
   

Mark/Unmark Leads/Emails as Spam

To deal with unwanted emails, you can mark them as spam. 

This action will automatically hide all future emails from that specific sender. 

Click the ellipses ( . . . )  icon (located to the right of the Process button) and select the “Mark as Spam” option:

While emails from these addresses will still generate leads, they'll be automatically flagged as "Lost" and won't clutter your view.

If you accidentally mark a lead as spam, follow these steps to undo it:

1. Navigate to the Leads tab.
2. In the third dropdown menu across the top (which says “N selected”), uncheck all the boxes.
3. Check the Lost box, then click Apply.
4. Click the ellipses ( . . . )  icon to the right of the desired account and select the “Unmark as Spam” option. Syncro displays, “All set!” 
5. Click Close. When you refresh the page, you will see that the account is no longer marked as spam.