Install handoffs

Overview

An **install handoff** is a sold account that has been passed from your sales team to your installation or operations team. When a sale is marked for handoff in KnockTracer, the system creates a ticket that contains all the customer details, package information, and field notes needed to complete the installation.

Handoffs bridge the gap between closing a deal and getting service turned on. They ensure nothing falls through the cracks between sales and install ops, and they give your install team a single place to track progress, schedule appointments, and communicate back to the field rep who closed the account.

Each handoff includes the customer's address, contact information, package details, monthly value, assigned install team, and any notes captured during the sale. The handoff also generates a ticket number that both sales and install teams can reference.

How To

**Create an install handoff from a closed sale:**

1. Open the **Pipeline** view from your KnockTracer navigation.
2. Find the sale you want to hand off and click into the sale detail.
3. Click **Create Install Handoff** and select the install team from the dropdown.
4. Add any install-specific notes (like access instructions, best contact time, or special requests).
5. Click **Submit Handoff** to generate the ticket and notify the install team.
6. The handoff will appear in the **Handoffs** view with a unique ticket number and status.

**Check handoff status:**

1. Navigate to the **Handoffs** view in KnockTracer.
2. Review the status column to see whether each handoff is pending, in progress, or completed.
3. Click into any handoff to see the full ticket detail, install team assignment, and activity history.

Tips

• **Add install notes at handoff time.** If the customer mentioned a gate code, preferred appointment window, or concern about their current provider, include it in the handoff note so the install team has context.

• **Assign the correct install team.** Make sure you select the right team based on territory, service type, or workload. This keeps handoffs flowing to the people who can act on them fastest.

• **Follow up on overdue handoffs.** If a handoff has been pending for several days, check in with the install team to make sure the customer hasn't been forgotten. Use the ticket number to reference the handoff in any conversation.

• **Use handoffs to close the loop.** When the install is complete, the install team updates the ticket status. Sales reps can see that update in the Handoffs view, which confirms the customer is live and ready for any post-install follow-up.

Questions

**What happens to the prospect and sale after I create a handoff?** The prospect and sale records remain in KnockTracer, but the handoff creates a separate ticket that tracks the install workflow. You can still view the original sale in your Pipeline view, and the handoff appears in the Handoffs view with a link back to the customer.

**Can I create a handoff for the same sale more than once?** If an install fails or needs to be rescheduled, you can create a new handoff. KnockTracer will generate a new ticket number and allow you to assign it to a different install team or add updated notes.