Problem Statuses should represent the stages that your typical customer query will journey through. For example, your first status may be 'Acknowledgement Sent' and the next could be 'In Hand', then finally having either 'Confirmed Successful' or 'Unable to Progress' as your closing status within a Problem Pipeline. 

To add your Problem Status to a Problem Pipeline you must first configure these by following the steps in this article.


  • You'll need CRM Admin rights in order to follow the steps in this article.

Step 1: Go to Settings Centre

To edit your Problem Status, click on the settings icon in the bottom left-hand corner.

Step 2: Navigate to Service in Settings 

Once within the Settings Centre, navigate to the Service section and scroll down until you reach the Problem Status configure option.

Step 3: Add New Problem Status

By clicking on the 'Click to Configure' link, the Configure Problem Status window will open. To add in a new Problem Status, click on the + icon along the top of the screen. 

Step 4: Add a Description

You will then be asked to give the new Problem Status a description. Please make sure this is relevant to the customer service stage that this status will be used for. Click 'Create'. 

Step 5: Choose Additional Preferences

Now you have created the Problem Status, you will need to choose some additional preferences for this Status by clicking the Pencil Icon next to the newly added Status.

By clicking the Pencil Icon, the below side panel will appear with some additional drop-down lists for you to configure.

  • Recall Required: In the CRM, you can ensure users take ownership of a record by setting them a recall or otherwise none as a task. As a result, you can determine if a recall is required or not when a problem is in this particular status. 
  • Closed State: If this status is going to be a closed status, such as confirmed successful or Unable to Progress then ensure this is selected. 
  • Status Outcome: For reporting purposes, you can choose whether the status is a positive, neutral or negative outcome. For example, an Unable to Progress status may be a negative outcome, whereas a Closed Successful status may be a positive outcome.
  • Allowing Editing: You can choose whether the Problem, once in this particular status, can be edited, read only or only admin users can edit. 
  • Obsolete: If you no longer need a status anymore, you can choose to obsolete it. By obsoleting a status users will no longer be able to choose this from the drop-down.
  • Status Detail: Status detail can be helpful when further clarifying the current status. For example, a status of 'Unable to Progress' doesn't really explain why, so you may have a status detail for 'No Spare Part' and 'Customer went to Competitor'. 

Once happy with your amendments, click out of the side panel and your changes will be saved.

Next, check out how you can add your Problem Status to your Problem Pipeline here!

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