Operations

Operations

Introduction

Welcome

In this course, we will be learning about Operations functions that help a Support agent troubleshoot and fix issues customers are having with their Bill.com account.

Throughout the course, we will be referring to Operations as Ops. It's only to be used internally. When talking to a customer, please use the term, Operations.

Let's get started.

Basics

Learning Objectives

After completing this course, you will be able to:

  • Explain what Ops is and what it is used for
  • Log into Ops
  • Explain the primary features on the Ops Home page
  • Search for customer accounts
  • Find where to look up billing information for customer accounts
  • Find where to look up a check

What is Ops

Ops is an internal customer account management system. It allows you to access customer accounts and see what the customer sees. Things you will be able to see includes:

  • Price Plans
  • Billing
  • Credit Card
  • Console Information
  • Type of Account
  • Accounting Software being used to sync
  • and much more

Once you start working with customers, it is important not to adjust settings or features on customer accounts. Be mindful what you touch and if something negative happens, be open and own it. Get a Lead or Manager involved if you made a mistake in order to get the customer's issue resolved.

A few ground rules is to never create, update, or delete anything in a customer's Bill.com account. If there needs to be some action performed in the account, the customer needs to do it.

For example, if a bill needs to be deleted because it's a duplicate, the customer needs to delete it, not you. Even if they ask you to delete the bill, you still need to politely explain "since I'm not the administrator on the account, I can't delete the bill".

In general, the goal of our view of Ops should be like going camping: “Take only pictures.  Leave only footprints.”

Login

Since we are in training mode, we are going to log into our Ops test environment.

Please go to: https://app-test.cashview.com/OpLogin

Use your Gmail address and password

Once you have logged in, you will see a page with a search bar to lookup companies. Internally, we refer to companies as "Orgs" (short for "Organizations").

  • Yes, there is a lot of information and options to select but don't worry. As Support agents, we only need to access certain information.

Features

We will be going through the basic features you need to know to be successful:

Home

Billing

Disbursement

Home > Companies

The Companies page is how you will be accessing customer accounts every day.

You can search for Bill.com accounts from the "Companies" page and by entering information in the search bar, then click Find Company.

 

 

 

 

 

You can use the following search criteria to look up a company:

  • Email Address (customer emailed used on the account)
  • Company Name (company name used on the account)
  • Payment Network ID (unique ID used for the Network)
  • ORG ID (Internal unique ID Bill.com uses to identify accounts)

 

Home > Portal

The Portal Users page is where you can look up Portal Customers. This access allows you to find Portal Customers and view things like:

  • Invoices
  • Payments
  • Profile
  • Payment Method
  • Auto Pay

 

 

 

 

You can search by:

  • Email Address
  • Portal Customer Name

Billing > PayTrace

In the Billing > PayTrace page, you can view customer's billing. This page is useful when a customer comes in regarding overdue issues or failed billing. Our customers pay their Bill.com bill through credit card and we can view their credit card charges in the PayTrace page.

You can locate the company by date and see if the billing was successful or not. If it failed, there will be a failed message along with an error message.

Below is an example of a failed payment.

 

 

 

 

 

 

 

 

 

 

 

If you hover over Details, click on PT Pay Resp Data, you can see a more detailed error message.

 

 

 

 

 

 

This failure was most likely due to the address entered did not match the address on the credit card. For example, the zip code entered is different from the zip code on the cardholder's statement and would cause the credit card to fail.

Disbursement > Check Processing

The Disbursement > Check Processing page, allows you to look up individual checks created and mailed by Bill.com.

If a customer comes to Support with a check number and asks if a specific check was cleared, this page is the easiest way to look up the check.

Knowledge Check 1

What is Ops?

  • A system to test
  • Ops is an internal customer account managing system. It allows you to access customer accounts and see what the customer sees.
  • Ops allows you to create scripts and deploy them
  • It's a system that allows you to change and give passwords to customers

Knowledge Check 2

What is an org?

  • An org is an organ
  • An org is a tool used to support customers
  • An org is an organization (company)
  • It is the name of a 60's band

Knowledge Check 3

Which page in Ops can you search for an Org?

  • Home > Companies
  • Home > Portal Customers
  • Super Org page
  • Anywhere is Ops

Knowledge Check 4

Which page in Ops can you search for a Portal Customer?

  • Home > Companies
  • Home > Portal Customers
  • Super Org page
  • Anywhere is Ops

Knowledge Check 5

What is the Billing > PayTrace page?

  • It is used to review successful and failed credit card payments made from customers to Bill.com
  • It is used for our customers to charge their customers

Knowledge Check 6

The Disbursement > page, allows you to look up individual created and by Bill.com.

If a customer comes to Support with a and asks if a specific check was cleared, this page is the easiest way to look up the check.

Super Org Page

Learning Objectives

After completing this course, you will be able to:

  • Explain what the Super Org page is
  • Explain the top features on the Super Org page

Super Org Page

The Super Org page is the central hub to a customer's account.

You will find many backend features that allows the account to function properly.

If a customer is asking a question about a billing, you can find information on the Super Org page to assist the customer.

Top Features

Log into your Test Ops account and search for your Bill.com test account by your Gmail address.

  • Click on the account name.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

You will be brought to a page with a lot of information. This is the Super Org page.

As you can see from the image above, there is the address you input when you signed up for the account, the created date, the last time the account was accessed, the price plan, and many, many other pieces of information.

We will review the features you will use on a daily basis.

Login

There is a Login ability that allows you to log into the customer's account.

You want to be extra careful in this view because if you delete something in the account like a bill, Bill.com can be liable.

This particular access is like an Admin-like view so it won't show you what a user can or can't do.

Click on the Login link at the top of the page

At the top of the page, you'll see a blue banner letting you know you are in Ops Impersonation mode. If you want to go back to the Super Org page, click on Org. If you want to search for a different Org, click on Ops. It will take you back to the Home page to search.

Even though you are viewing the customer's account, you won't be able to setup sync or pay bills.

Users

Back on the Super Org page, you can click on Users and look at the list of users.

There is an important way to access customer's accounts that restricts Support agents from creating or deleting things in the account. It's a very useful tool to see exactly what the customer sees given their specific user role.

It is called Emulation Mode and in the Test environment, it's not visible but you'll see it next to the user's name in the real version of Ops when you start supporting customers.

Risk Profile

On the Super Org page, at the top, click Risk Profile and scroll down to the Fraud Controls section.

Introduction

The timing of any payment is calculated based on the Fraud Controls found at the bottom of the Org’s Risk Profile Page.

Payment timing is basically a reflection of how much risk Bill.com is willing to take on when processing payments on behalf of an Org. A payment can go through 1 of 2 paths:

  1. Accelerated Path: Bill.com will take on the risk of sending out the payment before funds have completely settled to Bill.com
  2. Decelerated Path (aka Slow Boated): Bill.com deems the amount of the payment is above our risk threshold. Business day(s) are added to processing to ensure funds have settled to Bill.com before we send out the payment. Funds take 2 business days after funding to settle (total of 3 business days)

**NOTE: the client will always be able to make the payment, but days may be added to processing in order to mitigate risk (excludes accounts on fraud watch).

 

Risk Profile - Terms and Definitions

Terms and Definitions

Here are the key terms and definitions that will help to understand Fraud Controls:

  • Type: corresponds to the Payment Method of the payment
  • Risk Parameters: factors that are taken into account when calculating payment timing. Bill.com’s 3 risk parameters are:
    • Cut-Off Amount (aka AP Limit): this is the per payment limit for the account
    • Total Outstanding Exposure (TOE): this is the total dollar amount limit
    • Velocity Limit: this is the total number of bills limit
  • Small Amount Offset: the number of days that are added to processing if the payment is below all 3 risk parameters’ limits
  • Large Amount Offset: the number of days that are added to processing if the payment is above one or more of the 3 risk parameters’ limits

Here are some additional basic Bill.com payment terms that apply to Fraud Controls:

  • Funding Date: date that funds are debited from the funding bank account
  • Deposit Date: date that funds are credited to the destination bank account
  • Check Date: date that check is issued (as opposed to Check Estimated Arrival Date and Check Cleared Date)

Risk Profile - Checks vs ACH vs RPPS vs AR ACH

Checks vs ACH vs RPPS vs AR ACH

The differences between the various payment methods are pretty straight forward, but there is a slight nuance when it comes to how Bill.com processes the different payment types.

Checks, ACH, and RPPS all apply to Payables payments, while AR ACH is solely applicable to Receivables payments. Receivables tend to be higher risk for Bill.com to process, and thus, AR ACH is never on the accelerated path.

ACH and RPPS are essentially the same from customer and payment timing standpoints, so for all intents and purposes, any mention of ACH payments also encompass the realm of RPPS payments.

There is, however, a difference between Checks and ACH. Under normal circumstances with no additional days added for processing, payments are processed accordingly:

  • Checks: Check date is the same day as the funding date => 0 days for standard processing
  • ACH: Deposit Date is one business day after the funding date => 1 day for standard processing

Risk Profile - Payment Timing

Determining Payment Timing

Calculating payment timing is purely mathematical. The Fraud Control table is used in order to determine how many days need to be added for processing.

Here is a quick example of how it works:

Process Date: Tuesday, 11/1/16

Payment Method: Check

Amount: $1,000.00

No additional payments

Step 1: Payment Method is Check

Step 2: Amount is $1,000.00, which is less than the Cut-Off Amount of $5,000.00 for Checks, and there are no additional payments, so the other risk parameters do not apply. This equates to being a Small Amount (payment will be accelerated)

Step 3: Find the point where “Check” and “Small Amount Offset” meet in the chart = 0

Step 4: Add this number of business days to processing to determine the Check (Issuance) Date: 11/1/16 + 0 (Check Standard Processing) + 0 (Fraud Control) = Tuesday, 11/1/16

Remember that Check and ACH are different, so to highlight that difference, here is the exact same example, except under ACH conditions:

Process Date: Tuesday, 11/1/16

Payment Method: ACH

Amount: $1,000.00

No additional payments

Step 1: Payment Method is ACH

Step 2: Amount is $1,000.00, which is less than the Cut-Off Amount of $5,000.00 for ACH, and there are no additional payments, so the other risk parameters do not apply. This equates to being a Small Amount (payment will be accelerated)

Step 3: Find the point where “ACH” and “Small Amount Offset” meet in the table = 0

Step 4: Add this number of business days to processing to determine the ACH Deposit Date: 11/1/16 + 1 (ACH Standard Processing) + 0 (Fraud Control) = Wednesday, 11/2/16

Here is a third example, to show how larger (higher risk) payments are processed:

Process Date: Tuesday, 11/1/16

Payment Method: ACH

Amount: $6,000.00

No additional payments

Step 1: Payment Method is ACH

Step 2: Amount is $6,000.00, which is more than the Cut-Off Amount of $5,000.00 for ACH, and there are no additional payments, so the other risk parameters do not apply. This equates to being a Large Amount (payment will be decelerated)

Step 3: Find the point where “ACH” and “Large Amount Offset” meet in the table = 2

Step 4: Add this number of business days to processing to determine the ACH Deposit Date: 11/1/16 + 1 (ACH Standard Processing) + 2 (Fraud Control) = Friday, 11/4/16

Risk Profile - Outstanding Exposure and Velocity

Total Outstanding Exposure and Velocity work under the same idea, but looks at the total dollar amount and the total number of bills, respectively, adding into the calculation the payments that have been accelerated in the past 3 business days (the time it takes for funds to settle). That is:

  • If the total dollar amount of accelerated payments processed in the past 2 business days is above the TOE limit, the large amount offset will be applied.
  • If the total number of bills for accelerated payments processed 1 day business days is above the Velocity limit, the large amount offset will be applied.

NOTES:

  • The payment must be below all three limits in order to be accelerated
  • Weekends and Banking Holidays do not count as money movement days.

Risk Profile - Tricks of the Trade

Tricks of the Trade

Here are some short cuts in calculating payment timing:

  • For Check Payments, the number from the table is the number of business days to be added to the Funding Date to determine the Check Date
  • For ACH Payments, the number from the table is the number of business days between the Funding Date and the Deposit Date

Exceptions

While calculation of the payment timing never changes, there are some changes to the table that should be noted.

  1. For new orgs (less than 5 payments made), Fraud Controls will default to the following:

Note that the small and large amount offsets for ACH and RPPS are both set to 2. This essentially means that all payments are decelerated, regardless of the amount. Once an Org has successfully completed their first 5 payments, Fraud Controls will be updated to allow for accelerated payments. TOE and Velocity may be updated once per month (increase or decrease), based on the org’s average payment history.

 2.  As mentioned above, AR payments (AR ACH) are always decelerated. Thus, both the small and large amount offsets will always be set to 2.

Knowledge Check 1

Using the Risk Profile below, determine the deposit date. Total Outstanding Exposure or Velocity Limit is not a factor.

Process Date: Wednesday, 11/15/16

Payment Method: ACH

Amount: $9,000.00

No additional payments

  • ACH Deposit Date: 11/15/16 + 2 (ACH Standard Processing) + 0 (Fraud Control) = Friday, 11/17/16
  • ACH Deposit Date: 11/15/16 + 1 (ACH Standard Processing) + 0 (Fraud Control) = Thursday, 11/16/16
  • ACH Deposit Date: 11/15/16 + 0 (ACH Standard Processing) + 0 (Fraud Control) = Thursday, 11/15/16
  • ACH Deposit Date: 11/15/16 + 0 (ACH Standard Processing) + 1 (Fraud Control) = Thursday, 11/16/16

Knowledge Check 2

Using the Risk Profile below, determine the deposit date. Total Outstanding Exposure or Velocity Limit is not a factor.

Process Date: Thursday, 11/17/16

Payment Method: ACH

Amount: $21,000.00

No additional payments

  • ACH Deposit Date: 11/17/16 + 1 (ACH Standard Processing) + 2 (Fraud Control) = Tuesday, 11/22/16
  • ACH Deposit Date: 11/17/16 + 2 (ACH Standard Processing) + 2 (Fraud Control) = Wednesday, 11/23/16
  • ACH Deposit Date: 11/17/16 + 0 (ACH Standard Processing) + 2 (Fraud Control) = Monday, 11/21/16
  • ACH Deposit Date: 11/17/16 + 1 (ACH Standard Processing) + 0 (Fraud Control) = Friday, 11/18/16

Knowledge Check 3

Using the Risk Profile below, determine the Check Issuance Date. Total Outstanding Exposure or Velocity Limit is not a factor.

Process Date: Wednesday, 11/2/16

Payment Method: Check

Amount: $3,500

No additional payments

  • Check Issuance Date: 11/2/16 + 0 (Check Standard Processing) + 1 (Fraud Control) = Thursday, 11/3/16
  • Check Issuance Date: 11/2/16 + 1 (Check Standard Processing) + 1 (Fraud Control) = Friday, 11/4/16
  • Check Issuance Date: 11/2/16 + 1 (Check Standard Processing) + 0 (Fraud Control) = Thursday, 11/3/16
  • Check Issuance Date: 11/2/16 + 0 (Check Standard Processing) + 0 (Fraud Control) = Thursday, 11/2/16

Knowledge Check 4

Using the Risk Profile below, determine the Check Issuance Date. Total Outstanding Exposure or Velocity Limit is not a factor.

Process Date: Thursday, 11/3/16

Payment Method: Check

Amount: $17,000

No additional payments

  • Check Issuance Date: 11/3/16 + 0 (Check Standard Processing) + 1 (Fraud Control) = Friday, 11/4/16
  • Check Issuance Date: 11/3/16 + 1 (Check Standard Processing) + 1 (Fraud Control) = Monday, 11/7/16
  • Check Issuance Date: 11/3/16 + 1 (Check Standard Processing) + 0 (Fraud Control) = Friday, 11/4/16
  • Check Issuance Date: 11/3/16 + 0 (Check Standard Processing) + 0 (Fraud Control) = Friday, 11/4/16

Knowledge Check 5

A customer has made the following payments:

Day 1: $200,000.00

Day 2: $250,000.00

On Day 2, the payments are all processed via ACH and the customer is experiencing a delay in payments. They want to know why and when will the payments be deposited.

  • The sum of the last 2 days (Day 1 & 2) is $450,000.00. This is above the Total Outstanding Exposure, therefore, payments are decelerated by 2 business days. Ex: ACH Deposit Date: Thursday, 11/17/16 + 1 (ACH Standard Processing) + 2 (Fraud Control) = Tuesday, 11/22/16.
  • The sum of the last day (Day 2) is $250,000.00. This is below the Total Outstanding Exposure, therefore, payments are not decelerated. Ex: ACH Deposit Date: Thursday, 11/17/16 + 1 (ACH Standard Processing) + 0 (Fraud Control) = Friday, 11/18/16.

Knowledge Check 6

A customer has made the following payments:

Day 1: 100

Day 2: 90

Day 3: 175

Day 4: 205

On Day 4, the payments are all processed via ACH and the customer is experiencing a delay in payments. They want to know why and when will the payments be deposited.

  • The number of payments the last 3 days is 365 bills. This is below the Velocity Limit, therefore, payments are not decelerated. Ex: ACH Deposit Date: Monday, 11/14/16 + 1 (ACH Standard Processing) + 0 (Fraud Control) = Tuesday, 11/15/16.
  • The number of payments on Day 4 is 205. This is above the Velocity Limit, therefore, payments are decelerated. Ex: ACH Deposit Date: Monday, 11/14/16 + 1 (ACH Standard Processing) + 2 (Fraud Control) = Thursday, 11/17/16.

Knowledge Check 7

What is the Super Org page?

  • It is a place to find payments made by the customer.
  • The Super Org page is the central hub to a customer's account.
  • The Super Org page is a master account.
  • It is another name for Console account

Knowledge Check 8

Name one feature on the Super Org Page

  • Payments
  • Bills
  • Vendors
  • Price plan

Knowledge Check 9

What does the blue banner in Ops mean?

  • It let's you know you are in Ops Impersonation mode
  • It let's you know you are in Emulation mode

Knowledge Check 10

How do you access the Emulation mode?

  • Go to the Super Org page. Click "Switch To".
  • Go to the Super Org page. Click Login
  • Go to the Super Org page.
  • Go to the Super Org page. Click on Users and look at the list of users. Click "Switch To".

Price Plans & Billing/Statements

Learning Objectives

After completing this course, you will be able to:

  • Identify which price plan a customer has on their billing

  • Interpret a customer’s billing statement

Finding the Price Plan

In the Super Org page, you will find a Price Plan field with the name of the specific Price Plan for the account.

 

 

 

 

 

 

 

Click on the Price Plan name.

You will see features the price plan offers and how much each feature is. For example, this price plan is setup to charge $29.00 for each user. Sending a US Check payment is $1.49 each and ePayments are $0.49 each.

Sometimes you can get questions from customers about adding a new user and how much it would be. Or how much is it to send a payment using the Fast Pay feature. You can answer all these questions by reviewing the Price Plan details.

Bill.com Price Plans

On Bill.com's website, we have price plans for direct customers. Currently, we have four price plans.

  • Essentials
  • Team
  • Corporate
  • Enterprise

Go to the Pricing page to review each price plan and what the differences are.

Knowledge Check 1

Where can you find a customer's Price Plan?

  • Super Org page > click Login > Home page
  • Super Org page > Risk Profile
  • Super Org page > Price Plan
  • Super Org page > Users

Knowledge Check 2

Select the feature(s) you can find in the Price Plan details page

  • Price for Fast Pay
  • Details on Payments made
  • Fee for Credit Card payments (Vantage/PayTrace)

Knowledge Check 3

  • Essentials
    Includes 1 user
  • Team
    Includes 15 ACH payments per month
  • Corporate
    Includes amount-based approval policies
  • Enterprise
    Access to the Bill.com API

Billing Statement

There are times a customer wants to find out the breakdown of their Bill.com statement. It could be a new user was added and it increased the billing for the month vs. last month.

By going to the Super Org page, in the Billing section, click on Statements

You will see a list of statements by month and the respective amount that was charged to the credit card on file.

By clicking on the Statement Number, you will see the breakdown of all the charges.

This sample statement has the first user at no cost but the second user is being charged $9.95 per month. Users 12 and up are charged $4.99 per month.

75 US Checks were sent out at $0.99 each.

15 ePayments were sent out at $0.49 each.

Auto Bill Entry is used and 36 bills were processed.

By clicking on "Show Details", you will be able to see all the ePayments and Checks processed, charges per user, and much more.

Knowledge Check 1

Where can you find a customer's billing statements?

  • Super Org page, in the Billing section, click on Statements
  • Super Org page, in the Billing section, click on Risk Profile
  • Super Org page, in the Billing section, click on Billing
  • Super Org page, in the Billing section, click on Credit Card

Knowledge Check 2

What can you find in the Statement details page?

  • Breakdown of all transactions
  • Who paid bills
  • The Price Plan name

Risk and Fraud Process

Learning Objectives

After completing this course, you will be able to:

  • List and explain each type of Risk Level
  • Identify which macro is used to transfer tickets to Operations
  • Describe the Risk Level workflow

Risk Levels

Below are the six Risk Levels the Operations department uses to assess risk and flag fraud.

Unreviewed

This means it's a new or relatively new company to Bill.com that is not fully trusted. Either they haven’t made any payments yet or have made a few payments that cleared successfully.

Initial Reviewed

This means they are slightly trusted. Generally, an account has made successful payments and has been a customer for a while but not fully ready to be upgraded to Reviewed status.

Reviewed

This means they are trusted or have either made many successful payments, good payment history, or a long time customer.

Credit Watch

Means we believe this is a legitimate company, but we are concerned with their ability to fund their payments.

Special Handling:

Do nothing differently.  This company may have slower payment timing than a typical organization so please look before you answer their questions.  If their payment timing needs to be reviewed, transfer the ticket to the Ops Manager. Use macro: Transfers::Operations::Fraud Watch.

Fraud Watch

Means we have concerns about this company and users in terms of legitimacy and potential fraud.

Special Handling:

If the customer is contacting us about support issues unrelated to bank account, payments sent or received or payment timing, handle as normal.  When finished, transfer your ticket to Operations using macro: Transfers::Operations::Fraud Watch to notify the risk team that you’ve had a conversation with someone in this category and referencing your case number.

If the customer is contacting us about their bank account, payments sent or received or payment timing, let them know you don’t have visibility into the current status of their account, and that you’ll assign their incident to Risk Management and have the appropriate person return their call.  

WARNING: Sometimes these customers turn out to be perfectly legitimate.  We are walking a fine line between company growth, customer satisfaction and security here.  So, please service them kindly and courteously and steer clear of subjects related to their financial accounts and transactions.

Confirmed Fraud

This means we know this is a fraudster or on our prohibited list and their account is, or will be, cancelled.

Special Handling:

Regardless of their inquiry, tell the customer politely that you no longer have access to their account and that they should refer to the email notification they received regarding the status of their account. If they have further questions/concerns you will have to assign the incident to Operations. Use macro: Transfers::Operations::Fraud Watch.

Please keep in mind when helping customers, risk level shouldn't change your tone or how you approach a customer. Just because an account is in "Unreviewed status" doesn't mean you treat them differently than a "Reviewed" account. Professionalism is an expected for all customers regardless of their risk level.

Risk Level Workflow

The Operations Department adjusts the Risk Level according to many different factors.

Below is a typical Risk Level workflow.

Knowledge Check 1

How many Risk Levels are used by Operations?

  • 1
  • 3
  • 3
  • 6

Knowledge Check 2

  • Unreviewed
    This means it's a new or relatively new company that is not fully trusted. Either they haven’t made any payments yet or have made a few payments that cleared successfully.
  • Initial Reviewed
    This means they are slightly trusted. Generally, an account has made successful payments and has been a customer for a while but not fully ready to be upgraded to Reviewed status.
  • Reviewed
    This means they are trusted or have either made many successful payments, good payment history, or a long time customer.
  • Credit Watch
    Means we believe this is a legitimate company, but we are concerned with their ability to fund their payments.
  • Fraud Watch
    Means we have concerns about this company and users in terms of legitimacy and potential fraud.
  • Confirmed Fraud
    This means we know this is a fraudster or on our prohibited list and their account is, or will be, cancelled.

Knowledge Check 3

If a customer fails to submit documents, what Risk Level are they changed to?

  • Confirmed Fraud
  • Reviewed
  • Unreviewed
  • Fraud Watch

Knowledge Check 4

If a customer submits documents, but Operations declines, what Risk Level is the account changed to?

  • Unreviewed
  • Confirmed Fraud
  • Fraud Watch
  • Initial Reviewed

Knowledge Check 5

  • Ops reviews and account is vetted before a bank account is added.

Knowledge Check 6

Which macro do you use to transfer a ticket to Operations to review risk status?

  • Transfers::Operations::Fraud Watch
  • Transfer the ticket to a Manager
  • Transfers::Operations::Credit Watch
  • Transfer the ticket to a Lead