Nviti connects customer conversations, relationship work and service through a shared customer record. CRM manages opportunities and follow-ups. Helpdesk independently manages issues and resolution. Neither module replaces the other, and staff may be authorized for one without the other.
Watch the lesson
Start with a customer journey
- Select the correct company in your workspace.
- Open Customers → Contacts and search before creating a person. Customers and identity explains existing Visitors links, organizations, preferences and duplicates.
- Open the customer profile to review permitted context and choose the next action.
- Create a deal for an opportunity, an activity for a follow-up, or a Helpdesk ticket for a service issue.
- Record the outcome and review the resulting record. A won deal is not proof of payment; a saved message is not proof that an external provider delivered it.
Find the right guide
| Goal | Guide |
|---|---|
| Understand missing controls or limits | Access and capacity |
| Review conversations and tickets together | Customer profile |
| Save unfinished deal work | Private deal drafts |
| Move existing CRM data | Migration and recovery |
| Exchange individual records with Zoho | Zoho CRM, Zoho Desk, Record updates |
| Handle files securely | Files and storage |
| Review sales results | Reports and forecasts |
| Configure supported advanced features | CRM configuration |
| Work from the staff app | Native mobile workspace |
Availability
Documentation describes implemented workflows, including features that may be hidden by the core MVP release profile. Advanced configuration, quotes, approvals, sequences, analytics, forecasts, custom modules and provider connections require their own enabled release scope, purchased capability and staff permissions. Their presence in this guide does not enable them for a tenant. See Release scope and operations.
The web MVP and subsequent Zoho record-event transport have recorded production release evidence. The newer native Helpdesk create/edit/reply/action/download extension requires its matching backend release; see Mobile Helpdesk. No public mobile-store listing is asserted here.
Related guides: Customer privacy and recovery and CRM in the mobile workspace.
Advanced CRM workflow guides
These guides cover the additional PRD workflows. Availability depends on the operator's release settings as well as the tenant's effective subscription and your permissions; deployment of code alone does not activate a release.
| Workflow | Detailed guide |
|---|---|
| Review evidence and qualification suggestions | AI qualification and sales copilot |
| Prepare commercial offers and review controlled stages | Quotes, proposals and sales approvals |
| Follow up opportunities and hand sales to service | Sequences, onboarding and renewals |
| Link personal sales email and calendar | Sales connections |
| Configure reports and compare saved estimates | Reports and forecasts |
| Configure pipelines, required fields and typed values | CRM configuration |
| Plan supported historical migration and ongoing exchange | Migration and integration coverage |
Growth and intelligence, Sales-to-service and Connected productivity are release stages, not subscription tier names. Custom modules and territories remain separately controlled scopes; listing them in configuration does not include them in these three releases.