Summary of highlights
SuperOffice 11 - a new version of SuperOffice CRM with major improvements under the hood. Much of the work in this release has focused on cleaning up outdated and unnecessary code, paving the way for a faster, more reliable, and future-ready solution. At SuperOffice, relationships are at the heart of everything we do - and strong relationships begin with open, honest communication. That’s why we’re excited to share this new experience with you as we prepare to roll it out to our cloud customers. See our Product Roundup 2025: Highlights across Marketing, Sales, Service, and Integrations.Feature updates
Marketing Forms - Add custom contact and company fields
Custom contact and company fields can now be added to forms, making it possible to collect and update more of the information your team works with every day.Previously, only a limited set of standard fields was available in the form builder.Open the form builder and add fields from the contact or company field list.Standard fields added for contacts include preferred language, birthday, business, and interests. For companies, department, business, and interests are available. Custom fields (user-defined extra fields - UDEFs - and extra fields) of all types are also available, with the exception of read-only fields and relation fields. When the field list is long, you can search by name to find the right field quickly.When adding a field that supports overwrite, selecting “Allow overwrite of existing data” (previously labeled “Replace”) displays a warning, so you are aware of the risk before publishing the form.
If you see that a field no longer offers the overwrite option, or is not available in the form builder at all, your CRM administrator may have restricted it. Contact your administrator if you need access.
Settings and maintenance Marketing - Form field restrictions
Form field restrictions let you control which contact and company fields can be used in forms - and whether existing data in those fields can be overwritten by a form submission.Without this control, anyone building a form could allow overwrite on fields that should never be changed by an external submission.Go to the Marketing section in Settings and maintenance and open the Form field restrictions tab.For each field, you can set one of two restrictions:- Do not allow overwrite: the overwrite option is removed from the field in all forms, including existing published ones.
- Do not show in forms: the field is removed from the form builder entirely and cannot be added to new forms.
Forms on a website can be filled out by anyone. Allowing changes to existing data means you risk unauthorized edits, which can lead to incorrect information and data loss. Handle sensitive fields with care.
Service Related requests - better control and overview
Related requests make it easy to link, organise, and manage connected requests in one place. With both visual and list-based views, you get a clear and structured overview of how requests relate to each other.You can create both hierarchical and side-by-side relationships (related, parent, or child), helping you understand dependencies, track progress and manage complex service scenarios with confidence. This gives you greater control, better visibility and a smoother way to work with interconnected requests.A simple way to confirm that you’ve selected the correct relation type is to review the summary text after adding the related requests. Example of summary: Request 2 (only possible to select one) will be set as Child to Request(s) 1 (possible to multiselect).
Read more about request relation rules in Settings and maintenance.Settings and maintenance Requests - Add relation rules
Relation rules let you control how linked requests behave when using request relations. They are used to guide parent-child handling in more complex workflows and ensure that related requests follow a consistent process.Relation rules apply when specific request types are linked (for example, when one request is set as the parent of another). These rules define automatic behaviour in the request UI, helping agents follow the intended workflow.When creating a rule, you define the source request type, relation type and target request type. You can then add conditions and choose which behaviors should be applied to that combination. Available behaviours include:- Require parent on creation: ensures a parent request must be selected when creating certain request types.
- Prevent parent closure: blocks users from closing a parent request while child requests are still open.
- Offer to close parent: prompts the user to close the parent when all child requests are resolved.
- Offer to close children and send message: when closing a parent request, prompts the user to close all child requests and send a predefined message to each.
These behaviours trigger only in the request UI and help automate steps that would otherwise be manual.
A typical use case is incident handling. For example, if “Incident” is the parent of multiple Support requests, you can configure the system to automatically close all child requests and send a message to each customer once the incident is resolved.Relation rules improve control, visibility and efficiency when working with interconnected requests, especially in structured or complex support environments.Read more about how to use related requests in SuperOffice Service.Learn more about how to set up your relation rules in Settings and maintenance.Core CRM User setup to configure email and document management
Available for new SuperOffice Online customers from 11.11. Rolling out gradually to all SuperOffice Online customers from 11.13. Not available for onsite installations.As a new user (or a user with a new computer), there are a few things you should set up to ensure a smooth interaction between SuperOffice CRM, your email account, and your document handler.Connecting your email account enables you to send emails and automatically archive outgoing messages in SuperOffice, making all communication available to your colleagues. You will also be able to send meeting invitations to external recipients, receive invitations from others, and be able to send/receive feedback for accepted or declined invitations.Setting up your document handler is equally important, as it provides an easy and efficient way to create, edit, and open documents in SuperOffice.
With the User setup found under your Personal settings menu, a setup wizard will guide you through the process.The second step is to connect your email account: simply click the Connect button and follow the steps to validate your login credentials.
The next step is to connect your document handler to SuperOffice. This is done by downloading WebTools, installing it, and then connecting it to the SuperOffice CRM tenant.
We recommend installing SuperOffice for Outlook (or SuperOffice Gmail Link) to enable full email handling, including support for incoming messages from your mailbox.
Marketing Forms - Custom styling of your form
Custom styling with CSS gives you full control over how your forms look and feel, beyond what standard editors can offer. While standard styling works well for quick setup, you can use custom styling when you need your forms to match your brand guidelines, visual identity, and website design more precisely.By making your forms look familiar and trustworthy, custom styling helps reduce end‑user confusion and supports a more frictionless customer journey, which can ultimately improve form completion and conversion rates.You need some understanding of CSS and how to write that code, but with some CSS help and AI it’s not that difficult.- For experienced users: Type your code directly.
- For less advanced users: If you want more guidance, select a CSS class and add your code there. This approach makes styling less overwhelming and gives you better control over what you’re changing.
- Fill frame
- Framed checkbox
- Gradient background and button
- Hover effects
Service Requests - Created date to use in columns and criteria
To get an overview of the number of requests per day - whether in selections or dashboards - it is recommended to use the Created date field. This field filters by date only, unlike the Created field, which includes both date and time.
The Created date field can be used both as a column and as a criteria. When used as a criteria, you will notice a visual distinction between the two “created” options:- Created date displays only a calendar icon
- Created displays both a calendar icon and a clock icon, indicating date and time filtering
Settings and maintenance Subscription page styling - Edit Unsubscribe and Confirmation pages
In the Subscription page styling overview, you can also edit the text for several related pages from the Options tab, including the Unsubscribe, Confirmation saved, and Confirmation cancelled pages.When you select the page you want to update, a preview automatically appears on the right side of the screen. This preview makes it easy to review your changes and see how they appear across the different languages you support.
Core CRM Dashboards - Visualize time spent in each sales stage
The dashboards include Days in stage - a measurement option that makes it easier to analyze how long sales remain in each stage of the sales process.This update provides clearer insight into stage duration, helps identify bottlenecks, and supports more data‑driven pipeline management.
- Measure of: Days in stage is available when selecting average, min, or max in the Measure drop‑down.
- Group by stage: You can group results by sale stage to better understand pipeline flow.
- Stacked by - Field: The visualization can be stacked by days in stage, owner, owner group, sale type, and more.
Core CRM Notifications for re-assigned follow-ups
The system sends notifications for all re‑assigned follow‑ups, regardless of follow‑up type, ensuring better visibility and follow‑through when task ownership changes.- Notifications are sent for all re‑assigned follow‑ups, regardless of follow‑up type.
- The system generates notifications for re‑assignments with dates up to 30 days back in time, ensuring no updates are missed.
Settings and maintenance Marketing - Subscription page styling
All contacts added to SuperOffice CRM receive a Privacy confirmation email that includes a link to their subscription settings. From here, they can easily manage which mailings they want to receive from your company.This subscription page link is also included in all mailings, allowing contacts to update their preferences at any time. The same subscription types are used when creating a mailing, ensuring consistency when selecting the mailing type you want to send.You can customise the look and feel of the subscription page from Marketing in the navigator, under the Subscription page styling tab, where you have a Styling and an Options section. Any changes you make are shown immediately in the preview on the right-hand side.
- Styling section: You can add your company logo and adjust its position, set the page width and background, and style the content, buttons, and subscription toggles.
- Options section: You can customise the text for all supported languages. Simply select the desired language and update the Header, Instructions, and Consent text to match your tone of voice and branding. If you delete the text in any of the fields, it will automatically revert to the SuperOffice CRM default text.
Marketing Form - Use Google fonts in your forms
In Settings and maintenance you can add Google fonts and manage them to make them available across all your forms. This helps ensure a consistent design and brand identity for users who interact with your forms externally.Once the fonts are added and organised, the new fonts can be selected in the Edit form dialog, in the Style section of the form, as well as in the Double opt-in, Thank you page, and Page for inactive form sections.
Read more about how to add Google fonts in Settings and maintenance and how to style your forms.Settings and maintenance Marketing - Add new Google fonts to form fonts
Manage the fonts available for your forms in Marketing to maintain consistent design and branding. You can add fonts from our standard collection or choose from the Google Fonts library. Each font can be previewed before adding, and the order can be adjusted to suit your needs. Fonts already used in existing forms will remain in place even if they are later removed from the list.Go to Marketing in Settings and maintenance, then select the Form fonts tab. Click Add to select a font. A preview will show how the font appears before you add it to your collection.
Newly added fonts appear at the bottom of the list. You can change the rank of a font by dragging and dropping it to the wanted rank in the list.
Read more about managing fonts for forms.Service Time zones - Agents with multiple time zones
SuperOffice Service handles time zones in a way that ensures your data is always shown at the correct time, wherever you are in the world.What this means for you:- Times are displayed accurately across all time zones, so you can rely on the information in your requests and records.
- A consistent experience for teams working across multiple time-zone locations.
- A clearer and more reliable overview when collaborating internationally.
Settings and maintenance Workflow - Lead category automation
Automating company and contact categories helps reduce manual work and ensures your data stays accurate. When the status of a sale changes, the related company or contact can automatically be updated with the correct category - so you never forget to adjust it yourself. This can run fully automatically or ask the user to confirm the change.You can configure four types of category automation under Settings and maintenance > Workflow > Lead categorisation:- Update category when a sale is sold
- Update category when a sale is lost
- Update category when a sale is registered with the company
- Update category when a lead status is set to: xx
Read more about Automate lead categorisation.Core CRM Dashboard - Quick filter in dashboard
Quick filter allows users to apply flexible filtering options across various data tiles. This minimizes the need to create separate dashboards for data that you would like to visualize, instead quickly adjust the views without navigating away from the current dashboard. All list and date fields are available to use as quick filters.The dashboard owner - as well as dashboard administrators - can add the desired quick filters. Individual users can then adjust these quick filters to tailor the tiles content to their own needs.
You can add up to five quick filters in a dashboard. This limit ensures that all filters remain visible and it’s less complex.
Core CRM Dashboard - Load a tile again on time outs
Loading a large dashboard with tiles based on complex datasets can put a strain on the system. Instead of making you wait for everything to load, the system introduces timeouts on the heaviest tiles-giving you less waiting time and more flexibility to review the rest of your dashboard.Tiles that contain a lot of data may time out if they take longer than 15 seconds to load. If you still want to view the content of a timed-out tile, simply click the reload button for that specific tile. If the tile has not loaded within 5 minutes, it will time out again.Timeouts may also occur in the Layout tab when editing a tile, as well as in the Chart tab in Selections. In these cases too, you can reload the tile whenever needed.If certain tiles consistently time out, consider adjusting the dataset to improve loading performance.
Core CRM Dashboard - Show all or none of the legend
A new Show all checkbox lets you check or uncheck all legend items at once. This saves time when filtering your chart using the legend.Simply uncheck Show all, then select the specific legend items you want to display. When you’re done, click Show all again to restore the full view.
Core CRM Dashboard - Administrator options for a dashboard
As a dashboard administrator or general administrator, you have full access to manage, edit, or delete dashboards to support users more effectively.Under Settings and maintenance > Roles, you’ll find both Data rights (Dashboard) and Functional rights for Dashboards (Dashboard Administrator and General Administrator). These rights allow you to:- Edit dashboards belonging to other associates
- Change dashboard owners
- Manage who can see the dashboard (Visible for)
- Pin dashboards for user groups or specific users
Core CRM Dashboard - Tile details layout with chart type and dataset
The Layout tab of a tile now provides a clearer overview, helping you understand how the tile is built.In view mode, click Edit on a tile and select Show dataset to inspect both the Dataset and Layout tabs. The Layout tab also displays the chart type as an icon, making it easier to understand the visual style at a glance.This is especially helpful when a tile times out, allowing you to review the criteria and adjust the dataset without loading the full chart.
Core CRM Dashboard - Funnel tile showing progression
A funnel chart gives account managers a clear view of lead progression and status, helping them prioritise opportunities more effectively.You can add a funnel tile by selecting a default option such as Contact - Lead qualification funnel or Sale - My forecast this quarter. Alternatively, start with a blank tile and customise it to your needs.
Core CRM Dashboard - Show the Stage when closed
For closed sales you have access to a field called Stage when closed. This field can be used as a criteria or a column, or shown in a tile in dashboard and graphs. The field shows which stage the sale was in when it was marked as sold or lost. This gives valuable insight into where deals typically succeed or fail.
Choose the field Stage when closed as a column or as a criteria in Selection.
Core CRM Selection - Board view grouped by Our contacts to prevent lost leads
To ensure that no leads fall through the cracks, it’s essential to quickly identify which marketing qualified leads have not yet been assigned to a sales representative. The “No selection” grouping in board view (when grouped by Our contacts) highlights companies that haven’t been assigned an owner and are not currently being followed up by sales.Go to your selection of contacts/companies, select Board view and make sure you have grouped your board view by Our contacts, and you will see the No selection column. This allows you to quickly drag and drop unassigned contacts/companies to the appropriate owner.It’s a simple and efficient way to distribute new leads and keep your pipeline moving smoothly.
Core CRM Selection of sales - Board view Setting for displaying days in stage
You can do a lot in the Board view setting to make the board work better for you.In the Settings for board view for sale selections, you can select two different options for the sale date badge, the number in the grey badge displayed behind the sale date on the card:- Days in stage: shows the total number of days the sale has been in this stage. This is prevent too slow moving forward.
- Days since registered (default setting): shows number of days since the sale was first registered.
Core CRM Find - Search for category group
When you use many different categories for customers or leads, searching for them individually can become time-consuming. By assigning each category to a category group in Settings and maintenance, you can simplify your searches dramatically.With Category group available as a search criteria, you can quickly find all customers or leads belonging to a specific group - such as Customer, Potential customer, Partner, Lost, or Other - without needing to select every category one by one.
Service Requests - Filter messages on comments or replies
Working with requests often involves a mix of customer emails, user replies, and internal comments. To keep a clear overview, you can filter the message list to show either replies or internal comments.This makes it much easier to focus on the communication you need - whether you want to review everything sent to the customer or quickly scan internal discussions.- Show replies include all messages created using Reply or Reply all.
- Show comments include all messages added by clicking the comment icon.
Core CRM Selection - Board view for company and contact
Get a clear overview of your companies or contacts grouped by Lead status, Category, or Our contact. Create a company or contact selection and open it in Board view to visualise and manage your data more effectively.Use the board view for company selections to see your customer portfolio at a glance, or use contact selections to follow up on leads and track progress.
Core CRM Contact - Lead status list connected to the category
When working with leads, the Lead status field is a valuable tool for organising and tracking progress. It becomes especially useful in the Board view of a contact selection, where you can easily drag and drop contacts between columns to update their status.Make sure your Lead status list includes the correct values. You can edit the list items in Settings and maintenance.
Read more about using board view on a contact selection under Marketing’s 11.6 update, above.Core CRM Search criteria - Lead creation and first touch on companies and contacts
You can access lead-related criteria under Lead in both the Company and Contact groupings. The lead source and first touch data help you analyse lead origins and are especially useful when creating Dashboard tiles.This data is stored under the Legal basis section on the contact card.First touch source, lead creation source, and company source are tracked only for new contacts and companies that do not already exist in your SuperOffice CRM.
Core CRM Dashboard - Tiles for lead information
To understand where your leads come from, use the dedicated Lead tiles available under Contact:- Funnel - Lead qualification funnel
- Pie - New leads by campaign YTD
- Pie - New leads by first touch source YTD
- Pie - New leads by lead creation source YTD
- Pie - New leads from chats YTD
- Big number - New leads from chats YTD
- Big number - New leads from forms YTD
- List - Top 10 lead capturing forms YTD
- List - Top 10 referring sites for new leads YTD
Read more about using contact lead tiles under Marketing’s 11.6 update, above.Marketing Settings and maintenance - Marketing screen with conversion tracking (UTM)
Lead source tracking helps marketers understand exactly where leads originate, which channels perform best, and how to focus time and budget for maximum impact.Enable UTM tracking in Settings and Maintenance in the Marketing section’s Conversion tracking tab.Turn on Enable UTM data transfer on form submissions, and add the UTM tracking script to your website and include UTM parameters in your campaign links.
Marketing Marketing Form - Add UTM parameters to your campaign links
To identify where leads are coming from, publish your forms using URLs that include UTM parameters. Extend a direct link or extend the links taking leads to your embedded forms. Ensure the UTM tracking script is added to your website(s) to capture source data correctly for embedded forms.
Example on how the UTM tracking will be stored in your SuperOffice CRM solution. The lead status is stored on a contact under their legal basis.
The 5 standard UTM parameters:There are five standard UTM parameters that you can add to the end of your campaign links:- utm_source: Identifies the source of the traffic, such as a search engine like Google, newsletters, or social media platforms.
- utm_medium: Specifies the medium of the traffic, like e-mail, CPC (cost-per-click), or banner.
- utm_campaign: Indicates the specific campaign name, such as spring_sale or black_friday.
- utm_term: Used for paid search keywords to identify the keyword that triggered the ad.
- utm_content: Differentiates similar content or links within the same ad, such as different call-to-action buttons.
https://yourcompany.com/signup?utm_source=linkedin&utm_medium=social&utm_campaign=webinar_septFirst touch source, lead creation source, and company source are tracked only for new contact persons and companies that do not already exist in your SuperOffice CRM.
Marketing Dashboard - Lead management tiles
Dashboards provide a clear overview of where leads come from, grouped by source, medium, campaign, term, or content.Use lead tiles available under contact to visualise performance, or add them to existing dashboards.You can further refine dashboards using criteria under Contact - Lead or Company - Lead, such as First touch… or Lead creation…, to analyse performance at different tiles.Marketing Contact selections - Use board view to get overview of leads
Create a contact selection and switch to board view to manage and track leads visually.Group the view by lead status and use drag-and-drop to move contacts between statuses as they progress through the qualification process.
Marketing Company - Category list
In the company screen, the category shows the Lead stage, which describes where in the buying journey a lead is. It is used to understand how close a company is to becoming a customer. Category is set at the company level, meaning it applies to the entire company, not just one contact person.Marketing Contact - Lead status list
The list Lead status in the contact screen describes what is happening in the qualification process. It is used by BDR teams or sales reps to keep track on whether a lead has been contacted or not, and the result of the call. Lead status is set at the contact person level.Settings and maintenance Marketing - Conversion tracking with UTM data
In Settings and maintenance in the Marketing section, you can enable conversion tracking for all form submissions to SuperOffice CRM.Turn on Enable UTM data transfer on form submissions, and add the UTM tracking script to your website(s) and include UTM parameters to your campaign links.Read more about this feature under Marketing’s 11.6 update, above.Settings and maintenance Lists - Company category with category group
In the Company - Category list, set the appropriate Category group and define whether the list item should be included in lead status tracking.The default category groups are:- Customer
- Potential Customer
- Partner
- Lost
- Other
Settings and maintenance Lists - Contact - Lead status
In the Contact - Lead status list, add the lead status values you wish to use (for example, statuses that are useful when qualifying a lead). These statuses are visible and actionable in the board view for contact selections.Read more about contact selection with board view under Marketing’s 11.6 update, above.
Settings and maintenance Lists - GUI Web panel - Reload content on tab navigation
Creating web panels in the UI is a great way to bring external information directly into SuperOffice CRM. You can also link the panel content to SuperOffice data by using template variables.To ensure the content stays up to date, enable the option Always reload content on tab navigation.
Settings and maintenance CRMScript - Trigger for Load request message
The Load request message trigger allows you to identify and filter events based on how a message was created, using the same actions available in the After saving request MessageAction trigger.The MessageAction value can include:- Forward
- Internal Comment
- Reply
- Reply All
Settings and maintenance Preferences - Set Request preferences for system, group, or user
To ensure users have the most efficient experience in SuperOffice CRM, you can configure Request preferences with specific settings for different user groups, the entire system, or individual users.
Marketing Marketing Form - Pre-populate fields linked from a mailing
With pre-populate fields, you can select the fields from the drop-down menu, and when contact data is already known from a mailing, those fields will be filled in automatically. This saves your recipients time, reduces friction, and increases the likelihood they’ll complete the form.Submissions are also easier to process, as responses can be linked directly to existing contacts in your SuperOffice solution, ensuring better data quality with less duplicates.
Service Request - Differentiate request types with icons
When you’re working with multiple request types, it can be time-consuming to keep track of them all, especially when you have a lot of requests opened. To make the differential easier, the request type icon appears in front of the request ID in the tab, helping you quickly see what type of request it is. You also see the icon in front of the request type list menu in the Properties sidebar.
To use this feature, remember to select icons for your request types in Settings and maintenance.Service Reply Tools - Button for FAQ/Reply template in the editor
Using pre-made FAQ and reply templates is a great way to work more efficiently when responding to incoming requests.You can access this content by clicking the button in the editor footer or the tab in the right and get the overview in the request properties sidebar.
Core CRM Selection - Board view for requests
Using Board view for requests gives you a clear visual overview grouped by status, request type, priority, or owner. You can organize your work the way you prefer - drag and drop requests between columns and see progress at a glance, in a way a list view cannot provide.
You can also preview and edit requests directly in the Board view, making it easy to send an internal message or reply to the customer without leaving the view.
Core CRM Production sandbox badge (Test environment)
Working in a Production sandbox (test environment) or in systems under construction can sometimes be confusing. Because they often look almost identical to your live environment, it’s easy to lose track of where you are and accidentally start using the wrong system.When an environment is set up as a production sandbox, a Test environment badge and a highlighted line appear in the top bar. This makes it clear which environment you are working in - no more confusion.You’ll also see a Test environment badge on the login page, making it easier to distinguish between the available tenants.
Read more about the Production sandbox in Docs.Service Lists of contacts - Create request from a contact’s context menu
When working with customers and contacts, you often need to act quickly. For example, if a customer raises an issue during a conversation, you can create a request straight away.Simply right-click on the contact, choose Create request from the context menu, describe the issue, and save it. Your support team will then be notified and can follow up as soon as they are available.The Create request option is available in the context menu on all tabs that display a list of contacts, like Sale stakeholder, Project member and Company/contact section tab on Selection.
Core CRM Selection - Board view for projects
The board view is a visual layout for selections that gives you a clear, process overview. Available for both projects and sales, it lets you drag and drop cards between stages, quickly edit records, and track progress at a glance - whether you’re working on your own or as part of a team.This view helps improve project visibility, saves time spent searching for information, and streamlines decision-making by keeping all the key details in one place.
Read more about board view.Core CRM Selection - Preview card in board view
When working with board view in a selection, you often need a bit more detail. The Preview in the side panel makes this quick and easy.Simply click on any card in your board view, and all information about that sale or project will be displayed in the side panel.
Core CRM Notification - New company/contact assigned
Keeping track of new customers and contacts is easy with notifications for newly assigned companies or contacts. You’ll be instantly alerted whenever ownership changes, so you can follow up without delay.
Make sure your notification settings are up to date so you never miss an important update.
Core CRM Company/Contact - Keep Our contact empty
When working with new leads, it’s not always obvious who to select as the “Our contact” user. You can create a new company or contact with this field left empty, while still being able to add all other relevant details. This makes lead management much easier.
You can also search for all companies and contacts where no Our contact has been selected.
When Our contact are empty the companies and contacts are shown as data owned by Other associates. Make sure the correct data rights are set for these sections/data objects in Settings and maintenance > Roles.
Core CRM Dashboard - Copy dashboard link
When you find a dashboard that really works, you may want to share it with a colleague. To do this, simply open the Task menu, select Copy dashboard link, and send the link to your colleague.Just remember: your colleague must also have access to the dashboard. You can check the owner and visible for in the dashboard details.
Core CRM Side panel - Preview email with attachments, recipients and reply/forward
Working with emails is part of everyday work. With the Preview option in the side panel, you can quickly access attachments, see the recipients and perform key tasks such as reply and forward - all directly from the preview panel.To use it, simply select Preview in the side panel, click on an email, and choose the action you need.
Marketing Marketing Flow - distribute to owner step
When working with workflows that generate new companies and contacts, it’s important to automate how these leads are assigned, to ensure that they are followed up by the appropriate person or team. The Distribute to owner step lets you do exactly that by setting the Our contact field to different colleagues in your company.
Use the step Distribute to owner in the flow to select an evenly distribution of ownerships of the new companies and contacts to specific users or user groups. Each new lead will be assigned automatically, and users will receive notifications about their new ownerships.
Lead distribution
Lead distribution is the process of automatically assigning new leads to the right sales reps or teams. Using Flow, you can route leads fairly or by rules such as region, industry, or product interest. This ensures faster follow-up, balanced workloads, and better customer experiences.Common use cases:- Assign leads to reps based on industry, customer segment, or expertise.
- Distribute leads evenly across a team to balance workloads.
- Match leads with reps by language or location.
Service Request - Anonymise support agent on reply on requests
Some customers work with sensitive information or for some other reasons need to hide the full name of the support agent from the customers they are supporting.In your global preferences, you can select the Anonymise users on reply. When enabled, the agent’s actual name and email address is removed from the email details sent to the contact.
Settings and maintenance CRMScript - Trigger for Load request and message
Working with requests and CRMScript, you may want to add a trigger that runs when a request or message is loaded. This ensures all necessary information is in place before it is shown. For example:- Load Request: Validate request data on load to ensure all required fields are filled in before proceeding.
- Load Message: Load predefined response templates based on the message content to streamline the response process.
Settings and maintenance Preferences - Global preference to anonymise user on reply
Anonymising a support agent’s identifying information is important when handling sensitive data. It protects both the agent and the customer by:- Preventing accidental or malicious data breaches
- Supporting compliance with privacy regulations
- Reducing the risk of identity theft and fraud
For more details, see Anonymise support agent on reply on requests in the Service release.Core CRM Selection - Board view for sales
Board view is a visual layout for selections that provides a pipeline-style overview. Currently available for sales, it lets you to drag and drop items between stages, quickly edit records, and track progress at a glance - whether you work individually or in a team.It helps improve sales visibility, reduce time spent searching for information, and streamline decision-making by keeping all relevant details in view.
Filters and different settings
You can set up the board view for sales to serve your needs the best. Here are some of the settings:- Group by: Select between Stage, Sale type and Owner.
- Subgroup by: Select the subgroup for your board to be Sale type, Project and Owner.
- Sort by: Amount, Sale date, Next activity.
- Summarize by: Amount and Weighted amount.
- Filter toolbar: Next activity, Owner, Owner group, Sale date, Stage, Sales type.
Edit sales directly from the board
To update a sale directly from the board, such as when you notice incorrect details, hover over the card and select either the Edit or Task button. The Task menu includes actions such as marking the sale as sold or lost.
When you click the Edit button, you have access to the same content of fields as on the main card of the sale. Change the different fields, save and the sale is updated with new information.
Read more about Board view in our Community.Service Request - Reply tools in Request properties
(Available ca 01.07.2025.)When replying to a request, you may have access to a selection of FAQs and reply templates. These can be found in the sidebar, alongside the request properties.By clicking the Reply Templates and FAQs button, you can preview the content before inserting it into your message. You’ll also find buttons for Messages and Attachments, allowing you to include previous messages from the request, as well as any related attachments.These tools help you respond more efficiently when handling a request.
Service Request - Pin request lists to the tab bar
When working with many different request lists and individual requests, you often end up with multiple open tabs. While the Close all tabs functions are helpful, you may want to keep certain request lists - default or request selections - easily accessible at all times.To do this, simply right-click on the tab and select Pin tab. The tab will then remain visible in the tab bar whenever you need it. To remove it, just Unpin the tab when you’re ready to focus on other lists.
Service Request - Show all linked contacts
Working with a request gives you the option to add multiple contacts to a request. This request will then show on all the linked contacts and companies, so status and answers are available from “all corners” of SuperOffice.To view all linked contacts, click the +2 (or similar) indicator to open the contact pop-out.
Settings and maintenance System design - Setting a field as read-only
To tailor your SuperOffice CRM solution to your needs, you may need to create several custom fields to store customer-related data. You might also want to integrate SuperOffice CRM with other key systems used within your organisation, such as an ERP system.To ensure seamless synchroniation between systems and to prevent duplicate records, it’s important to have unique customer numbers in both. This unique identifier should be visible and searchable for users, but not editable.To achieve this, simply enable the Show as read-only option when creating the field. Once this setting is applied, the field will be visible but protected from user edits - and you’re ready to go.
Service Request - Search returns the same result as the navigator search
When creating a new request, you’ll likely want to link it to a contact, or when replying on a request, you might want to add multiple contacts. Use the search function to get the same results as you would when using the contact navigator.Only remember the company name? No problem - just search for the company, and you’ll see all contacts associated with it. You can then preview the contact to view further details before making your selection.