Skip to content

Ticket Pipelines

Ticket pipelines define the stages a support ticket moves through from creation to resolution. You can customize pipelines to match your team's workflow.

Ticket pipeline configuration

Default Pipeline

Outsprint includes a default ticket pipeline with these stages:

  1. New -- Ticket just created, not yet reviewed
  2. In Progress -- An agent is actively working on it
  3. Waiting on Customer -- Awaiting a response from the requester (SLA timer pauses)
  4. Resolved -- Issue fixed, pending confirmation
  5. Closed -- Fully complete

Moving Through Stages

You can change a ticket's stage from the detail view, from the chat, or through the pipeline board.

You
Move ticket #1042 to In Progress
Outsprint AI
Ticket #1042 has been moved to In Progress.

Custom Pipelines

Admins can create additional pipelines for different types of support:

  • Bug Reports -- New, Triaged, In Development, Testing, Deployed, Closed
  • Feature Requests -- Submitted, Under Review, Planned, In Progress, Released
  • Billing Issues -- New, Investigating, Resolved, Closed

To create a custom pipeline, go to Settings > Pipelines and click New Pipeline with type set to "Ticket."

Pipeline Configuration

For each pipeline, you can:

  • Add stages -- Create new stages in the pipeline
  • Reorder stages -- Drag stages to change the sequence
  • Set a default stage -- The stage assigned to new tickets automatically
  • Mark "Waiting" stages -- Stages where the SLA timer should pause

Note

Each ticket belongs to exactly one pipeline. You can move a ticket to a different pipeline if needed, which resets its stage to the new pipeline's first stage.

Pro Tip

Keep ticket pipelines simple. Most teams work well with 4-6 stages. Too many stages create unnecessary overhead.

What's Next