It's very important that we use the customer service system to identify sales opportunities.
When you see that a ticket is a sales opportunity--for example, person has a question about such and such product--please take the following actions to make sure that the ticket gets marked for follow up by our sales team:
- Within the ticket itself, mark it as the status "Needs Sales Call"
- Within the ticket, click "Assign to Sales"
If you can sell something right through the ticket then obviously do so, but if it needs to be followed up later or by another team member, taking these actions above will allow us to do the follow up and make the sale.