See where every service lead came from

Every service lead now carries its source, so you can tell at a glance which part of the business brought the demand in. A lead can come from Sales, Product trial, Customer success, Marketing, Partner, Website, CRM, API, Support, Professional services, AI or Product onboarding.

What changes for you

• Vendors, CSMs and SDMs see the source as a badge on every card of the Live Service Pipeline and at the top of the Customer Service Journey. The Revenue Entering Service register shows the same label in its lead source column.
• Vendors choose the source when they create a lead by hand. It starts on Sales; change it if the request came from somewhere else.
• Admins set the source for the embedded form under Settings → Integrations. Every lead the form creates carries it, and visitors to your website never choose it. Until you pick one, the form keeps creating Sales leads.
• If you send leads through the inbound webhook, you can now include a source field. A lead sent without one, or with a value the platform doesn’t recognise, is still accepted, as Sales.
• Customers see the source on their Customer Service Journey header.
• Leads created before today keep the source they had. Any lead without one shows as Sales.

The source doesn’t change who owns a lead: Sales still owns every lead until the requirements are approved, whatever its source.