A Lead is created for every inbound email received in Syncro. It works as follows:

• Existing Contacts or Email Rules: If the email address matches an existing End User or a defined Email Rule, the Lead is automatically marked as "Won," and a Ticket is created from the Lead.
• Mailbox Settings: If your inbound Mailbox is set to “Never Create Tickets” or “Only Create Tickets for Existing Customers,” the email will still generate a Lead, but will remain as unread (instead of converting to a Ticket).
• Spam: If an email address is marked as spam in the Leads module, any future emails from that address will be automatically marked as "Lost" leads. See Mark/Unmark Leads as Spam. 

Notes: 

• Leads are not directly transitioned to Estimates; the workflow is from Lead to Ticket, then from Ticket to Estimate.
• 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.

View Leads

To view your Leads, click the Leads tab. Syncro displays the Leads page and table: 

By default, the table lists all active Leads that are not won or lost. However, you can filter by specific statuses, inbound Mailboxes, or assigned techs.

Note: If you do not see a Leads tab, look under the More > menu in the far right side of the primary navigation bar. (To make Leads more accessible, you can customize which tabs display across the top of your screen, and in which order. See About the Syncro Header & Primary Navigation Bar for details.)

Click the Lead Name or the Process button to view more details about the Lead.

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/module.
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/module.
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 as Spam

You can mark unwanted Leads as spam. 

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

Future messages from that email address will no longer show up as Leads.

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

1. Navigate to the Leads tab/page.
2. In the third dropdown menu across the top (which likely says “9 selected”), uncheck all the boxes.
3. Now 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.

Tip: You can also view all the emails marked as spam in your Syncro account by manually navigating to [yoursubdomain].syncromsp.com/lead_spams.