> ## Documentation Index
> Fetch the complete documentation index at: https://docs.officeridge.com/llms.txt
> Use this file to discover all available pages before exploring further.

# CRM

> Contacts, calls, encounters and support tickets.

CRM holds contacts, calls, encounters and support tickets.

Use it for the relationships around your agency: referral sources, families, community partners, and
anyone raising a support request.

## Who can use it

Organization Admins, Location Admins, Client Coordinators, and Finance Managers.

## Headline metrics

| Tile                    | What it counts                       |
| ----------------------- | ------------------------------------ |
| **Active Contacts**     | Contacts currently in your directory |
| **Open Tickets**        | Support tickets awaiting resolution  |
| **Calls This Week**     | Calls logged in the current week     |
| **Upcoming Encounters** | Scheduled encounters ahead           |

## What lives here

<CardGroup cols={3}>
  <Card title="Contacts" icon="contact">
    People and organizations you work with.
  </Card>

  <Card title="Interactions" icon="phone">
    Calls, encounters and tickets across contacts.
  </Card>

  <Card title="Tickets" icon="ticket">
    Support requests and their status.
  </Card>
</CardGroup>

## Contacts

People and organizations you work with — referral sources, community partners, family contacts.

Contacts here are also linkable from [Projects](/projects) as stakeholders.

<Warning>
  CRM contacts are not member records. A member receiving care belongs in [Members](/members), where
  their information is treated as protected health information. Do not record clinical details
  against a CRM contact.
</Warning>

## Interactions

Calls, encounters and tickets across contacts. Logging interactions builds the history that shows
which referral relationships are actually productive.

## Tickets

Support requests with status tracking. **Open Tickets** on the dashboard counts anything unresolved.

## Working with referral sources

<Steps>
  <Step title="Add the referral source as a contact">
    Organization and named individuals.
  </Step>

  <Step title="Log every interaction">
    Calls and meetings. The history is what tells you whether the relationship is working.
  </Step>

  <Step title="Compare against actual referrals">
    Check [Intake](/intake) for referrals received from that source.
  </Step>

  <Step title="Follow up on quiet sources">
    A source that has stopped referring usually has a reason.
  </Step>
</Steps>

## Handling a ticket

<Steps>
  <Step title="Record the request">
    Link it to the contact who raised it.
  </Step>

  <Step title="Work it to resolution">
    Update status as it progresses.
  </Step>

  <Step title="Close it">
    Open tickets accumulate visibly on the dashboard.
  </Step>
</Steps>

<Note>
  A complaint from or about a member belongs in
  [Member safeguards](/compliance/member-safeguards), not as a CRM ticket. Member complaints carry
  investigation and resolution requirements that ticket handling does not.
</Note>

## Troubleshooting

| Problem                                             | What to check                                                                                     |
| --------------------------------------------------- | ------------------------------------------------------------------------------------------------- |
| A contact is missing                                | Check your active organization. Contacts are organization-scoped.                                 |
| Open Tickets count seems high                       | Tickets remain open until closed. Review and close resolved ones.                                 |
| Referral source shows interactions but no referrals | Compare against [Intake](/intake). The relationship may not be converting.                        |
| CRM is missing from my sidebar                      | It is limited to Organization Admins, Location Admins, Client Coordinators, and Finance Managers. |

## Related

<CardGroup cols={2}>
  <Card title="Intake" icon="inbox" href="/intake">
    Referrals from these sources.
  </Card>

  <Card title="Projects" icon="clipboard-list" href="/projects">
    Link contacts as project stakeholders.
  </Card>
</CardGroup>