When to use Tickets instead of Tasks

We have a discussion going on here that I'm hoping I can get your input on.

The sales team need to interact with other parts of the business over the lifetime of a Deal. Such things as getting the solutions team to spec out the formal requirements and kit for a proposal, getting Projects to sign off on the scheduling, getting procurement to price up the kit from Solutions and ensure it's available to match the Schedule from the Projects team, then finally also getting Procurement to order the stuff at the end.

Now, each dept has an informal SLA against which to provide their various sections so that the Deal doesn't take too long. We also, as a wider business unit, want to understand the time taken by people on this so that we can see where Deals are costing us more to deliver than we actually make and to understand what level of "Sales" costs need to be added.

Because Desk is a separate module, with a different UI, different workflows etc, there's a desire to try to use Tasks within CRM for much of this. However there is also an awareness that we may end up trying to recreate a ticketing system with Tasks when we had a perfectly good ticketing system already.

So I thought I would ask, how do you allocate tasks when processing a Deal? Particularly if you are in the MSP space (of whatever industry you are in).

Would love to hear all the ways that other people are dealing with it.

Olly

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