Customer request management is a core function in any business process, especially for service-based industries or those that rely on custom client interactions. While Dolibarr ERP & CRM offers a dedicated "Projects" module that many users adopt for handling client requests and project-based workflows, it may not always be the best fit for all types of organizations or scenarios. In fact, Dolibarr's modular architecture allows businesses to explore alternative ways of managing customer inquiries, tasks, service tickets, and follow-ups without necessarily relying on the Projects module.

This article explores in depth how to manage customer requests effectively within Dolibarr by leveraging other core and complementary modules, customizing workflows, and integrating external tools when necessary. Whether you're handling service tickets, sales inquiries, support escalations, or internal task delegation, Dolibarr provides several flexible options that can be tailored to your needs.

1. Understanding the Limitations of the Projects Module

The Projects module in Dolibarr is well-suited for managing structured, long-term engagements that require milestones, Gantt charts, and resource assignments. However, it has limitations:

• Not ideal for high-volume or fast-paced customer inquiries.

• Lacks advanced ticketing or helpdesk functionality.

• Less user-friendly for teams not trained in project management.

• Limited visibility into real-time client communications.

Businesses that require quicker, more dynamic systems for tracking incoming customer requests may find the Projects module too rigid or formal.

2. The Tiers and Contact Management Approach

Dolibarr's foundation lies in its powerful third-party (Tiers) and contact management features. Each client record can store detailed notes, historical interactions, linked documents, and can be integrated with commercial or support processes.

To manage requests without Projects:

• Use custom tags or extrafields to classify request types.

• Log customer interactions as events or actions in the Agenda module.

• Attach relevant documents directly to the third party record.

• Enable notifications and email integration for real-time updates.

This approach keeps things lightweight and direct, particularly useful for SMEs without complex project structures.

3. Leveraging the Tickets Module

Dolibarr’s Tickets module, when activated, provides a more targeted solution for service request tracking and customer support.

Benefits of using the Tickets module:

• Create support tickets linked to customers.

• Assign tickets to team members.

• Track status (new, in progress, closed, etc.).

• Classify by category, priority, and origin (email, phone, web).

• Automate notifications and escalations.

Tickets can be created manually or via email parsing if configured correctly. This is particularly helpful for after-sales support, IT services, and consulting firms.

4. Utilizing the Task Module Independently

Even without full Project structures, the Tasks module in Dolibarr can be activated and used on its own. Tasks can be:

• Created and assigned without being attached to a project.

• Linked to third-party clients or internal users.

• Prioritized, scheduled, and followed through completion.

• Combined with Agenda entries for calendar tracking.

This is a clean and simple alternative when only task tracking and delegation are needed.

5. Customizing the Commercial Proposals and Orders Module

Many client requests revolve around quotations and service confirmations. The Commercial Proposals module in Dolibarr offers an efficient way to manage and follow up on customer inquiries.

How to adapt it:

• Treat each customer request as a draft proposal.

• Use internal notes and status changes to reflect progress.

• Create tasks based on the proposal to manage delivery steps.

• Convert proposals into orders or invoices upon approval.

This approach keeps everything in a sales-centric view, reducing the need for complex ticketing.

6. Exploiting the Notes, Events, and Email Tracking Features

Dolibarr allows extensive note-taking, file attachment, and communication tracking inside each third-party or document module.

Suggestions:

• Record phone calls and meetings in the Notes section.

• Use the Events tab to log follow-ups and action items.

• Link emails sent to clients and categorize them.

• Combine with extrafields to filter and report on request types.

By standardizing how notes and communications are logged, teams can ensure no customer message gets lost.

7. Using the Contracts and Services Module

For recurring or subscription-based services, the Contracts module offers an excellent alternative for tracking client interactions.

You can:

• Define service lines with start and end dates.

• Monitor renewal dates and issue reminders.

• Link support tickets or tasks to ongoing contracts.

• Automate invoicing for active service lines.

This method is useful for software providers, maintenance firms, and managed services.

8. Implementing Workflows with Action Hooks and Triggers

Dolibarr includes support for workflow automation through triggers and hooks.

Use cases include:

• Automatically creating tasks or tickets when a new customer is added.

• Sending alerts when a request changes status.

• Updating customer records when tickets close.

Advanced users can even write custom PHP triggers to expand functionality, especially for repetitive request management steps.

9. Creating Custom Dashboards and Lists

One of Dolibarr's strengths is the ability to filter, sort, and save views across most modules.

To manage requests more efficiently:

• Create custom lists based on ticket status, deadlines, or priority.

• Use widgets on the homepage to track unresolved or urgent requests.

• Export data for team reporting or KPI tracking.

Visual dashboards increase accountability and simplify workload overview.

10. Integrating Dolibarr with External Helpdesk Tools

In some cases, native modules may fall short for advanced customer service needs. Dolibarr can be integrated with tools like:

• Freshdesk, Zendesk, or Zoho Desk for full-featured support desks.

• Zapier to automate task creation from forms, emails, or chats.

• Google Workspace or Office365 to synchronize emails and calendars.

API-based integrations allow data consistency while keeping operational workflows intact.

11. Multi-user Collaboration and Role Assignment

Managing customer requests is often a team effort. Dolibarr offers:

• Detailed user permissions per module and action.

• Assigning specific users to tickets, tasks, or events.

• Messaging between users with internal notes.

• Approval workflows for escalations.

These features reduce overlap and ensure timely handling of client needs.

12. Mobile Access and Responsiveness

Dolibarr’s interface is responsive and accessible via mobile browsers. With third-party apps or mobile-optimized portals, team members can:

• Check and update tickets on the go.

• Receive alerts and notifications.

• Log meetings or calls immediately.

This is particularly valuable for field teams or remote workers.

13. Best Practices for Streamlining Customer Request Management

To maintain efficiency:

• Standardize intake methods (form, email, phone).

• Define clear SLA (Service Level Agreements).

• Use templates for common responses or workflows.

• Train staff on modules relevant to their roles.

• Regularly audit open tickets or pending tasks.

A consistent process ensures better visibility and customer satisfaction.

14. When to Use Projects Instead

Despite alternatives, the Projects module is still valid when:

• The request requires multiple milestones or phases.

• Multiple departments need to collaborate.

• Budgeting, Gantt charts, and timelines are necessary.

• You need to track profitability per project.

Consider using Projects when dealing with complex, multi-step engagements.

15. Conclusion

Dolibarr provides a rich ecosystem of modules that go beyond traditional project management. For many businesses, handling customer requests does not require the full Projects module. Instead, combining Tickets, Tasks, Tiers, Contracts, and communication tracking allows for a more agile and customizable system.

By understanding the capabilities of each module and aligning them with specific operational workflows, organizations can build an effective, scalable process for handling customer interactions. Whether through internal features or third-party integrations, Dolibarr empowers businesses to stay responsive and organized without sacrificing flexibility or control.