# Using Pipelines, Deals, and Tickets

The Pipelines area is where most day-to-day work happens.

#### What a pipeline is

A pipeline is a visual process board made of stages. Each stage represents where a record currently is in your workflow.

Examples:

* New Lead
* Qualified
* Proposal Sent
* Negotiation
* Won
* Lost

For support teams, stages may look more like:

* New Ticket
* In Review
* Waiting on Customer
* Escalated
* Resolved

#### Board view

The board shows records inside each stage. This makes it easy to:

* see what is active
* spot bottlenecks
* review ownership
* move records between stages
* understand what needs action next

#### List view

Depending on the screen state, the CRM may also show a list-style table view for records. This is useful when you want to scan more data in rows instead of cards.

#### Deals

<figure><img src="https://2144409983-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHbDmB8MlZRo4hzrDiO0X%2Fuploads%2FWTp85XTrjORUGdawxKo0%2F99596.png?alt=media&#x26;token=23c72de7-365e-4c78-8b06-c552afcd75c1" alt=""><figcaption></figcaption></figure>

Deals are best used for sales, revenue opportunities, or conversion workflows.

A deal can include:

* title
* value
* currency
* contact details
* company
* expected close date
* priority
* owner or assignee
* tags
* description
* supporting metadata

Use deals when you want to track progress toward a commercial outcome.

#### Tickets

<figure><img src="https://2144409983-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHbDmB8MlZRo4hzrDiO0X%2Fuploads%2F6CM8woCP615QFbpQxwjO%2F99596.png?alt=media&#x26;token=e741d3da-6cae-44fd-b5a0-15b3c13aaea8" alt=""><figcaption></figcaption></figure>

Tickets are best used for support, issue resolution, or service handling.

A ticket can include:

* issue title
* customer details
* source or channel
* priority
* owner or assignee
* status and stage
* notes or context

Use tickets when the record is about helping, fixing, resolving, or following up on a customer issue.

#### Moving records between stages

<figure><img src="https://2144409983-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FHbDmB8MlZRo4hzrDiO0X%2Fuploads%2F6sey1JK3qbUuYhuuh6TF%2FCleanShot%202026-04-04%20at%2020.24.57.png?alt=media&#x26;token=db50a56e-fac9-4da8-842b-558042e67de0" alt=""><figcaption></figcaption></figure>

As work progresses, move a deal or ticket to the correct stage. This keeps the board accurate and helps everyone understand the current status.

Typical reasons to move a record:

* the customer replied
* a proposal was sent
* a task was completed
* the issue was escalated
* the ticket was resolved
* the deal was won or lost

#### When to use separate pipelines

Create separate pipelines when your team is managing clearly different processes, such as:

* sales opportunities
* customer onboarding
* support tickets
* renewals
* internal service operations

#### Good pipeline habits

* keep stage names simple
* only move records when the status truly changes
* archive or close finished work
* avoid mixing unrelated processes in one pipeline