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.

Map internal statuses to customer-friendly statuses

To map your statuses:

1. In your customer experience, select Forms.

2. Select the form you want to create customer statuses for.

3. Under Customer statuses, enter a customer status for each internal status in the workflow.

4. [保存] を選択します。