The Problem Type features on all Problems, helping you categorise what type of customer query the Problem involves. For example, you may have customer queries related to delivery or the installation, and it's important to differentiate these types of issues when reporting.


  • 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 Types, 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 page on the left-hand side, and scroll down until you reach the Problem Type configure option.

Step 3: Configure Problem Types

By selecting the 'Click here to Configure' link, the Configure Problem Type window will open. Here, all your current Problem Types will be listed. 

To add a new one, simply click the plus icon in the top right-hand corner. 

Add information about your new Problem Type, ensuring the description should be relevant for all CRM users. If this particular Problem Type will always use a certain Problem Pipeline, then you can set a default Pipeline for this Problem Type here too. Once happy with the information entered, click 'Create' and your new Problem Type will be created.  

To obsolete any old Problem Types, click on the pencil icon against the required status and click 'Obsolete'.

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