Workflow settings
Statuses, routing templates, workflow analytics, business hours, and the smaller screens that shape how tasks move.
These screens decide how tasks move through your organization. Changes apply to everyone.
Workflow Statuses
Section titled “Workflow Statuses”Settings > Workflow Statuses.
Add, rename, reorder and delete the columns a task moves through. Each workflow status belongs to a status category, such as done or cancelled. Reports and agents read the category, not the name, so pick it with care. See Projects and tasks.
Routing Templates
Section titled “Routing Templates”Settings > Routing Templates. Needs routing-templates.manage.
A routing template is a reusable set of steps for a task: set a status, add a label, assign someone, send a webhook, and so on. Build one step by step, or describe it in words and let AI draft it (needs routing-templates.ai-author). Each AI draft uses credits; you can request more from the same screen.
Workflow Analytics
Section titled “Workflow Analytics”Settings > Workflow Analytics. Needs routing-templates.observability. Shows how your routing templates perform, such as how long steps take and where they stall. Figures refresh every few minutes.
Business Hours
Section titled “Business Hours”Settings > Business Hours. Needs organization.update. Set your organization’s working days and hours. Routing templates that count in business hours use this schedule, so a deadline does not run out overnight or at the weekend.
Screens opened from elsewhere
Section titled “Screens opened from elsewhere”These screens are not in the settings list. You reach them from links on other screens.
| Screen | Who can open it | What it does |
|---|---|---|
| Checklist templates | Reusable checklists grouped by project type. Duplicate, edit, turn on or off, or delete one. | |
| Team filters | Checked on the screen | Rules that decide which people count as your team in filters, by email domain or role name. |
| Calendar rules | Checked on the screen | Match calendar events to a client or project, or mark them internal, by domain or keyword. |
| Issue scores | How much each factor counts toward an issue’s score. The weights must add up to 100. |