Stages Stage Types Deal Stages Creating a deal stage Configuration Service Stages Creating a service stage Example service stages Using service stages in requests Stages vs. Status

Stages

Stages are workflow steps used across two parts of the platform: deals in Customer Relations, and service requests in Service Manager. Both share the same Stages resource, but they work differently.

Stages list showing type column, color swatches, and pipeline name

Stage Types

Type Used in Scoped to
Deals Sales pipeline (Deals, Pipeline Board) A specific Pipeline
Services Service request workflow A specific Service

Deal Stages

Deal stages are the columns on a Pipeline Board. Each stage belongs to exactly one pipeline.

Creating a deal stage

You can create deal stages in three ways:

  1. From the Pipeline Board — Open the column menu (⋮) → New stage in the page header
  2. From the deal form — In the Stage dropdown, choose Create new stage. The pipeline you selected on the form is pre-filled as the stage's pipeline.
  3. From Stages (Miscellaneous) — Set the type to Deals and select the pipeline it belongs to.

Configuration

  • Name — What this stage represents (e.g., "Proposal", "Negotiation")
  • Pipeline — Which pipeline this stage appears in (required for deal stages)
  • Color — Visual color for the column header and stage badge
  • Order — Use Move left/right on the board to reorder

Stage form with type set to Deals — pipeline field visible and required

Service Stages

Service stages track the progress of a service request through a defined workflow.

Creating a service stage

Service stages are typically created when setting up a service:

  1. Edit a service
  2. In the Stages section, create or attach stages
  3. Configure:
    • Name — What this stage represents (e.g., "Document Review")
    • Color — For visual identification
    • Icon — Optional icon

Stage form with type set to Services — pipeline field hidden

Example service stages

Stage Color Purpose
Received Gray Initial stage for new requests
In Review Blue Being reviewed by team
Awaiting Client Yellow Waiting for client input
Processing Blue Active work in progress
Complete Green Work finished

Using service stages in requests

When a service request is created, it starts in the service's default stage. Update the stage as work progresses — only stages configured for that service appear in the dropdown.

Stages vs. Status

Stages Status
Purpose Track workflow steps Track overall state
Custom Yes — per pipeline or per service No — system-defined
Examples "Proposal", "Document Review" Open, Won, Lost / Pending, Completed

Use stages for detailed workflow tracking. Use status for the overall record state.