Create a custom workflow

Create one

1. Open Settings → Queue workflow and use the custom-workflow option to create a new workflow (you can start from a copy of an existing one).
2. In the editor, define each stage: its label, short board label, color, whether it's an active column or an ending, and the message customers see while in it.
3. Connect the stages — which moves are allowed forward, backward, and to endings.
4. Save, then select your new workflow as the location's active one.

Business-shared workflows

A Business Admin can create workflows at the business level (Business settings in your business console) and set a default workflow for new locations, so every branch runs the same stages. Deleting a workflow that locations use safely reverts them to the general flow.

Tips

• Fewer stages beat more stages — each column is something staff must actively move tickets through.
• Write customer messages in your own voice; they show on the live status page at each stage.