Stages¶
Stages are used to organize an app’s pipeline and track the progress of configured items, from now on are referred to as cards.
In apps these cards represent specific items, for example, in the Helpdesk app, stages track tickets. Stages are customizable, and can be renamed to fit the needs of each team.
Create or modify stages¶
Importante
Developer mode must be activated to access the stages menu. To activate developer mode, go to , and click Activate the developer mode.
To view or modify stages, go to the desired app and go to .
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.
Truco
Change the stage order on the Kanban view of a team’s pipeline by dragging and dropping individual columns.
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.
Progress bar¶
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.
Add email and SMS templates to stages¶
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.
Importante
SMS text messaging is an In-App Purchase (IAP) service that requires prepaid credits to work. Refer to SMS Pricing FAQ for additional information.
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.
Ver también
Fold a stage¶
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.
Advertencia
Cards that reach a folded stage are considered closed. Closing a card before the work is completed can result in reporting and communication issues. This setting should only be enabled for stages that are considered closing stages.
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.
Importante
Manually folding a stage from the Kanban view is temporary and does not close the cards in the stage.
Assign stages to a team¶
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.