For the complete documentation index, see llms.txt. This page is also available as Markdown.
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
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
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
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:
