The Leads module is in need of some serious TLC. It's had dozens of tweaks and changes all kind of "patched in" and now is really a mess of a feature. You can use Inboxr as an upgrade, but it can't be set as default. Leads has a link to the customer, but Inboxr has the ability to reply to emails in a typical email fashion. You can't mark as read in Inboxr, nor can you specify location; but it’s the only place you can do bulk selections. It's kind of like two halves of a Frankenstein feature. As of current, I don't even have the Leads module enabled for techs because it's really unusable.

With that said, I'm putting together a list of changes to make the module actually work. I've gathered these notes from other feedback submissions, as well as struggles we've had internally:

1. Make it ONE module. Inboxr seems to be the "upgrade" and looks to have more features. Let's use that.
2. Add a link to the customer’s profile from Inboxr.
3. Automatically mark messages as “read” after we read them. And add option for “mark unread”.
4. Let us view lead statuses (won, lost, in negotiation, etc) by viewing the “folder” of that status.
5. Enable signatures of tech’s responding to the lead. (This is a feature missing all over RS)
6. Add attachments to lead responses (another feature missing all over RS)
7. Enable HTML or rich text visualization (seriously! WTF is the deal with plain text?!)
8. Build in a search box, like every other email reply system has
9. Add all the “patched in” features into the lead detail view (merge, attachments, notes, etc)
10. Add a basic spam filter and block list. (so simple)
11. Separate Leads from Kiosk mode. They should be different but have the option to talk to each other.
12. Add canned responses to leads (this should be in everything!)
13. Be able to process a lead into an Estimate or Invoice (as well as a Ticket currently)
14. Add a history feed (audit log) to the bottom of each lead (this should be in everything!)
15. Enable leads to have their “location” changed (if big chain account)
16. More security group permissions (list/search, view detail, edit, email/reply, process, delete)

To sum it up, Leads really should function like a “Pre-Ticket” in every fashion. After all, the module is meant to convert into Tickets or a sale of some kind. There are over 80 separate feature requests for the Leads module in the forum right now. This module should be a focus for a week and can be completely fixed.

@community: Please add any other tweaks missing from my list.