About workflows

A workflow is the set of steps a work item follows from start to finish. Each work type is linked to a specific workflow, which controls the statuses a work item can have (such as “Open”, “In progress”, or “Done”) and the transitions between them. Workflows help your team track progress and follow standard processes.

Default workflow

Customer Service Management projects come with a default workflow to help you get started quickly. The default workflow applies to all the default work types. It can be used as is, or customized to fit your team’s needs.

You can add new workflows or update workflows at any time to match the way your team works.

Find out how to manage workflows and schemes.