Deals, pipelines, tickets and callbacks
Track longer sales cycles and human support work using tenant-configurable deal stages, tickets, SLA and callbacks.
Use deals for longer sales cycles
Retail transactions often fit an order workflow. Wholesale, reseller, custom and return-gift opportunities usually need a configurable pipeline with value, stage, owner, next action, expected close date and won or lost outcome.
- Create stages that represent customer progress, not internal activity.
- Require a next action and owner for active deals.
- Capture event date, quantity, budget and customization for return-gift opportunities.
- Capture business type, quantity, location and trial or pilot state for wholesale opportunities.
Use tickets for work that must be completed
Tickets cover support, callbacks and internal follow-up. They can carry priority, owner, SLA, customer and conversation links, status history and notes.
| Status | Meaning |
|---|---|
| Open | New work awaits action. |
| In progress | A teammate is actively handling it. |
| Waiting customer | The next input must come from the customer. |
| Resolved | The concern is complete. |
| Closed | The record is finalized. |
Avoid duplicate callback tickets
If the same customer calls again about a matching active concern, Chattill can append the new voice follow-up to the existing open ticket, refresh callback timing and notify the team. A resolved or closed concern can create a new ticket when the customer needs help again.
Related guides
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