One thing this system is lacking is a contact form (name, address, email, short message) with a response system that's built into the leads module. I may not want to turn the lead into a customer as yet but will need to answer their questions back and forth within the repairshopr system first. Those conversations are logged and tracked so I can see the threads. Then when he is indeed "qualified" as a lead to become a potential customer, they can be changed into a ticket or a customer creation within the system. Those previous conversations are then transferred into the ticket as logged responses. In summary, there just needs to be a middle ground between getting the lead and creating the ticket. Right now there isn't a way to respond to the lead directly through the system without creating a ticket and making him a customer. I'd like to be able to "qualify that lead" first.