CRM and support tickets in one delivery workspace

When CRM and delivery live in silos

Sales closes a deal in one system; delivery plans in another; support hears about the gap from the customer first. Contracts, entitlements, and invoice status never appear where engineers prioritize bugs.

• Escalations lose context: no contract tier, no active project link.
• Finance chases approvals while delivery status lives in slide decks.

One org graph: customers, projects, tickets

Projectman ties CRM customers to contracts, invoices, and portal access on the same backbone as projects and support. A ticket can convert to a task; the customer follows progress in the portal; billing sees delivery milestones on shared timelines.

Customer portal as the trust layer

• Contacts access tickets, contracts, and invoices without internal licenses.
• SLA timers and status steppers set expectations before engineering replies.
• Attachments and signed documents stay with the contract record—not email threads.

Operational playbook for mixed teams

1. 1

   Intake

   Support creates tickets tied to the customer record; auto-link active projects where configured.

2. 2

   Triage

   Apply SLA policies; convert engineering-needed tickets to bugs or tasks on the project board.

3. 3

   Close the loop

   Resolve in engineering; update ticket status; customer sees resolution in portal; invoice milestones stay aligned.