Customise your CRM
The pipeline stages deals move through, the statuses accounts and tasks can have, and the modules that group tickets. Set them before the data arrives.
Three lists shape how the CRM describes your work: the stages a deal moves through, the statuses an account or a task can have, and the modules that categorise tickets. They are yours to define, and every dropdown, filter, report, and automation condition reads from them.
Before you start: a role with Manage company settings. Change these early; renaming a stage after a thousand deals use it is safe, but removing one leaves those deals showing an unknown stage.
Pipeline stages
Settings → Pipeline shows the stages in order. Click Edit to change them: rename, pick a colour, drag the handle to reorder, Add Stage, or remove one. The last remaining stage cannot be removed. Save Changes applies them.
The defaults are Discovery, Qualification, Technical Evaluation, Proposal, Negotiation, Closed Won, and Closed Lost. Keep the two closed stages; the Reports page's pipeline value and won revenue depend on deals reaching them, and the lead conversion dialog excludes them from its choices.
The stages appear as the kanban columns under Opportunities and in every stage dropdown.
Account and task statuses
Settings → Statuses has two sub-tabs.
- Account Statuses, by default Active, Inactive, Prospect, Customer, and Churned. Each has a label people see, a value stored on the record, and a colour. These are what dynamic contact lists and account triggers filter on, so a status like "Customer" is what makes "email every customer" possible.
- Task Statuses, by default To Do, In Progress, Review, and Done, with an Order that sets how they sort.
Edit, add, reorder, and save the same way as stages. Each list keeps at least one entry.
Ticket modules
Settings → Ticket Modules defines the product areas tickets are filed under. Each has a name, an optional description, and a colour; the stored value is derived from the name. They appear in the ticket form's Module field and in the "Tickets by Module" report.
A module that tickets use cannot be removed
If tickets still reference a module, saving keeps it and tells you which module was kept and why. Reassign those tickets to another module first, then remove it.
When it goes wrong
- A deal shows "Unknown Stage". Its stage was removed. Move it to a current one from its profile.
- A task's status dropdown looks different from a colleague's. It should not; both read the workspace list. One of you has a stale page.
- The remove button is missing on a stage or status. It is the last one in the list. Add another first.
- "… is still used by tickets and was kept." Tickets reference the module; see the note above.