Stages: these are the main stages that a ticket goes through and each Stage can have its own configurations as well:

1. Name of the Stage.
2. Email Template: the customer will be sent an automatically when a ticket reaches this Stage.
3. SMS Template: and SMS can be sent automatically to the customer when a ticket reaches this Stage (requires extra credits.)
4. Folded in Kanban: this can be used to specify a final Stage where a ticket is considered closed. This Stage will be folded in the Kanban view.
5. Helpdesk Teams: specifies which teams will have this Stage in their pipe.
6. Stage Description and States Meaning:
1. Each Stage can have its own description to help the team understand the purpose of a specific Stage.
2. Each Stage will also have three states; by default, they are “In Progress”, “Blocked”, and “Ready”. And each State has a color that identifies it. You can change the name of the States to reflect a more relevant name that correlates to that specific Stage.