I would like to create a helpdesk team that handles the pre-sales workflow and all the tickets coming from potential customers.
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You can do it following these steps:
1. If you wish to integrate Helpdesk in you pre-sales workflow then you can use this feature to convert tickets that you receive from different channels into leads (you need to have the Leads feature enabled in CRM.)
2. To use this feature, click on the gear icon under the breadcrumbs and select Convert to Lead.
3. A pop-up box will appear asking us to enter the required information:
a. You can either Create a new customer, Link to an existing customer, or Do not link to a customer.
b. You can select the Sales Team that will be assigned to this lead.
c. Also, you can select a specific Salesperson that will assigned to this lead.
4. After that you will continue processing your lead from the CRM app.
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