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Using Problem Pipelines
Using Problem Pipelines

This article outlines how to use Problem pipelines within the CRM.

Isobel Honour avatar
Written by Isobel Honour
Updated over a week ago

Problem Pipelines should depict your After Sales process using statuses as the different stages of the process. Please note: you can have multiple Problem pipelines if you have more than one After Sales process (this is quite common!).

A Problem Pipeline will include a series of statuses sequenced in a particular order that the customer service query should go 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 statuses within the pipeline.


  • Make sure you've set up your Problem Pipelines first - here's a guide to show you how (you'll need CRM Admin rights)

Step 1: Choose a Problem Pipeline

When creating your new Problem, you can choose the appropriate Problem pipeline from the 'Pipeline' drop-down. This will then automatically set the new Problem to the first status within the pipeline, which in this example is 'New Customer Complaint'. To help you identify the sequence of the statuses within the pipeline, they're numbered. 

Step 2: Create a Problem

If you click 'Create' once you're happy with the information entered for your new Problem, you will be able to see exactly which stage this Problem is in within the pipeline. Along the top of the Problem, you can see all the statuses included within the Problem pipeline. Please note: some of these statuses may require a task. 

Step 3: Change the Problem Status

To move the Problem through the pipeline, you just need to change the Problem status from the 'Status' drop-down. Please note: you can go back to a previous status if required. 

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