Move work through stages

To view or modify stages, go to the desired app and go to Configuration › Stages.

The default list view on the Stages page displays the stages currently available in the app. They are listed in the order they appear in the pipeline.

To change the order of the stages, click the (draggable) icon, to the left of the stage name, and drag it to the desired place on the list.

To create a new stage, click the New button at the top-left of the stage list. Doing so reveals a blank stage form.

Choose a Name for the new stage.

Rotting lead detection

The Days to rot feature provides proactive notification when a specific card within that stage requires attention. When a card passes the defined rotting threshold, it becomes highlighted in red and the stage displays the total number of cards currently rotting.

To enable this feature, the Kanban view must be active. Navigate to the desired app and click on the (Kanban) icon.

To set the threshold for a stage, click on the (Settings) icon for the relevant stage and select Edit from the drop-down menu. A configuration window will appear.

In the Days to rot field, enter the number of days that marks the threshold before action is needed. Click Save to apply the configuration.

The progress bar is visible above each stage, displaying the percentage breakdown of every status type for all the cards within that stage. Each status type has an assigned color that appears within the bar.

The specific definition of these statuses changes depending on the app. For example, in the Helpdesk app, the progress bar for a stage consists of the In progress, Ready, and Blocked statuses by default.

To see a detailed count, hover over a representative color, which activates a notification detailing the number of cards in the stage of that specific status.

Clicking a status color filters the stage to show only cards with that status. The card count for the selected status appears next to the progress bar.

When an Email Template is added to a stage, a preconfigured email is automatically sent to the customer when a ticket reaches that specific stage in the pipeline. Likewise, adding an SMS Template triggers a preconfigured SMS text message to send to the customer.

To select an existing email template, select it from the Email Template field. After choosing a template, click on the (right arrow) icon to the right of the field to edit the chosen template.

To create a new template from this form, click the field, and enter a title for the new template. Then, select Create and edit from the drop-down menu that appears, and complete the form details.

Follow the same steps to select, edit, or create an SMS Template.

By default, stages are unfolded in the Kanban view. If there is a Won or Closed stage, it is folded by default.

Cards in an unfolded stage are visible in the pipeline under the stage name, and are considered open.

Stages can be configured to be folded in the Kanban view of the pipeline page.

The name of the folded stages are still visible, but the cards in the stage are hidden from view.

To fold a stage, tick the Folded in Kanban checkbox on the Stages form.

Temporarily fold a stage

Stages can be temporarily folded in the Kanban view of the pipeline, as well.

View a specific team's pipeline by navigating to the desired app, and clicking the team's Kanban card.

Hover the cursor at the top of the desired stage to fold temporarily, then click the (gear) icon that appears, and select Fold from the drop-down menu.

Make a selection in the Teams field on the Stages form. More than one team may be selected, since the same stage can be assigned to multiple teams.

In apps that use stages, Days to rot flags cards left sitting too long: past the threshold, the card turns red and the stage shows how many are rotting.

1. Switch to the kanban view.
2. Click the (settings) icon on the stage and choose Edit.
3. Enter a number of days in Days to rot — zero turns the feature off.
4. Save.

An Email Template on a stage sends automatically when a card reaches it; an SMS Template does the same by text message. Pick an existing template, or type a new name and choose Create and edit. Sending SMS needs a messaging provider configured for your database.