Should support live in the CRM or in the help desk?

Most small companies answer this by buying both and complaining about the integration. The question is really about which record is the source of truth.

If the help desk is the source

Every conversation, quote and invoice has to be copied into the CRM. The copy is always slightly behind, so the CRM becomes a reporting tool that nobody trusts.

If the CRM is the source

Then the conversation has to be attached to the customer record from the first message — otherwise support is working in a system that does not know who it is talking to.

The version that works for three people

One record, created by the conversation. The customer exists once; conversations, deals, quotes and invoices hang off it. Nobody re-keys anything, and "what did we promise this customer" is answerable from a single place.

That is why CRM and invoicing sit inside Onsites AI rather than beside it.

CRM and invoicing · free CRM setup

Free for the first 3 seats. onsitesai.com

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