Translate workflow statuses into customer-friendly labels
External status mapping allows you to translate internal workflow statuses into customer-friendly labels. This ensures that while your support team uses precise technical statuses to track their work, your customers see simplified and easy-to-understand updates on their request.
How external status mapping works
You can customize status mapping at the form level within a customer experience.
Each form will show the internal statuses for the work type the form uses. For each internal status, you can add a customer-facing status.
By default, the customer statuses will be based on the status category for each internal status (To Do, In Progress, or Done) so that customers never see a blank or broken status.
Updating a customer status in a form applies that change to all forms within the same customer experience that share the same work type or workflow scheme.
Map internal statuses to customer-friendly statuses
To map your statuses:
In your customer experience, select Forms.
Select the form you want to create customer statuses for.
Under Customer statuses, enter a customer status for each internal status in the workflow.
Select Save.
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