Managing Workflow Items

Once you've created a workflow, you can add items to it manually or via intake rules. This guide covers the day-to-day workflow: creating items, moving them through statuses, assigning them, and tracking activity.

Creating a Workflow

1. Navigate to your project in the dashboard
2. Click Workflows in the sidebar
3. Click Create Workflow
4. Choose a type: Issues, Tickets, or Leads
5. Give it a name and optional description
6. Click Create

The workflow appears in your sidebar under the project. Each workflow gets its own Kanban board.

Adding Items

From the Feedback Inbox

The fastest way to create a workflow item from existing feedback:

1. Open a feedback item in the inbox
2. Click the Add to Workflow dropdown
3. Select the target workflow
4. The item is created with the feedback message as the title and a snapshot of the original feedback (message, category, rating, screenshot, page URL)

You can also select multiple feedback items and use bulk actions to add them to a workflow at once.

Manually

1. Open the workflow Kanban board
2. Click + Add Item in any status column
3. Fill in the title, description, priority, and assignee
4. Click Create

The Kanban Board

Items are displayed in columns by status. The available columns depend on the workflow type:

• Issues: Open → In Progress → Resolved → Closed
• Tickets: New → Awaiting Response → In Progress → Resolved → Closed
• Leads: New → Contacted → Qualified → Proposal → Won → Lost

Moving Items

Drag and drop items between columns to change their status. You can also open an item and change the status from the detail view.

Item Details

Click any item to open its detail view:

Priority Levels

Assigning Items

Assign items to any member of your workspace:

1. Open the item detail view
2. Click the Assignee field
3. Select a team member from the dropdown
4. The assignee receives a notification (if configured)

Assignees can filter the board to see only their items.

Activity Log

Every item maintains an activity log that tracks:

• Status changes — When and by whom
• Priority changes — Old and new values
• Assignments — Who was assigned or unassigned
• Comments — Team discussion on the item
• External syncs — Push/pull events with Jira or Linear

The activity log provides a full audit trail for each item.

Adding Comments

Use comments for internal team discussion on an item:

1. Open the item detail view
2. Scroll to the Activity section
3. Type your comment and click Send

Comments are visible to all workspace members with access to the project.

Linked Feedback

When an item is created from the feedback inbox, it maintains a link back to the original feedback. The feedback detail view also shows which workflow items are linked to it, so you can track the lifecycle from customer submission to resolution.

Next Steps