CRM as the customer master
How Helpdesk and AMS use CRM's companies and people. Flexshop does not.
CRM owns the companies and people for the whole suite. Other products do not keep their own customer lists; they mirror CRM's.
Helpdesk
Mirror of companies and people; creates requesters
AMS
Mirror of companies and people; can take back a company it created by mistake
changes out, updates in
CRM
Companies, people, shared custom fields, merges, archive, erasure
every mirror follows a merge redirect
Integration Hub
A connector can create companies (Origin: From a Hub connector)
Flexshop
Does not use CRM
How Helpdesk and AMS use CRM
- Each keeps a mirror of CRM's companies and people, linked to the CRM record.
- A change in CRM reaches them shortly after.
- They also write back to CRM. A customer created in Helpdesk or AMS is created in CRM, and you see it in the account list.
- A workspace without CRM users still gets its customers created from AMS or Helpdesk.
| Product | What it does with CRM | Read more |
|---|---|---|
| Helpdesk | Mirrors customers and people. Name, CVR, email, phone and website belong to CRM, and edits are written to CRM first. Creates ticket requesters as people. The synchronisation is switched on by Juvaro. It is off by default and only available in Service provider mode. | Customers, contacts and domains, What the platform operator turns on |
| AMS | Mirrors customers and promoted contacts read-only. A customer created in AMS is created in CRM too. Can take back a company it created by mistake. | Customers (MSP mode), People and the Users page |
| Integration Hub | A connector can create companies; their origin is From a Hub connector. | Where a company came from |
| Flexshop | Does not use CRM. It has no connection to CRM's companies or people. |
What travels from CRM to the others
- New companies and changes to them.
- Custom fields marked Shared with other products. See Shared vs CRM-only custom fields.
- Merges, as a redirect every mirror follows, and archiving. See What other products see when you merge or archive.
- Erasure of a person. See Erasure: what exists and what does not.
From AMS's side, see How Flexshop, Helpdesk and CRM use AMS.