I want to track leads — phone enquiries and walk-ins before they’re tickets

What a lead is

Someone phones you asking how much you charge to fix a PS5 HDMI port. They haven’t dropped anything off yet. They might never. But they’re a real person you’d like to remember and follow up with.

That’s a lead. Sidebar → Leads. Each row is a person we know about who hasn’t turned into a customer + ticket yet.

The lead statuses

A lead moves through a short pipeline.

• New — just arrived. We don’t know much yet.
• Qualified — you’ve had a real conversation. They’re a real prospect, not a tyre-kicker.
• Booked — they’ve agreed to bring the device in. You’re expecting them.
• Converted — they brought it in. We auto-create a customer + ticket and link the lead to it. Done.
• Lost — they ghosted, went elsewhere, or said no. Record a short reason so you can spot patterns over time.

Where leads come from

Some you’ll add by hand — phone enquiry, you type the name and number into the new-lead form. Others appear automatically.

• Customer portal lookup miss — someone tries to look up a repair reference on /portal and doesn’t match anything. We capture them as a lead with source "portal_self_serve" so you can follow up.
• Tablet check-in — every walk-in who fills in the tablet kiosk creates a lead with status "converted" linked to the ticket we just made. Gives you one consistent place to see where every job came from.

Turning a lead into a customer + ticket

Open the lead. Top-right has a "Convert" button. Click it. We find-or-create a customer by phone match, create the asset if you captured device info, create the ticket, and mark the lead converted. One click, no re-typing.