A pipeline per channel, a history per ticket
The statuses a ticket moves through belong to the channel's workflow, so a hospitality WhatsApp line and a technical mailbox can run different pipelines on one workspace. Every move is time-stamped, emailed to the people who need it and charted in Analytics.
Statuses per channel ✦ Email on every change ✦ Created against resolved, per day
Open 2
In progress 1
Waiting on vendor 1
Resolved 3
The most guest-obsessed brands trust Lodgestory to power 50M+ conversations a year
BBingo Hotels
Two teams, two pipelines, one workspace
A ticket workflow is attached to one channel and holds its categories, the details it captures and its status list. The front desk's WhatsApp line runs the stages a hotel needs; the technical support mailbox runs the stages an engineering team needs. Neither sees the other's categories in the picker, and reports filter by either.
- One active workflow per channel; keep older ones inactive so history still reads correctly.
- Five priorities on every ticket, whatever the pipeline: SOS, High, Medium, Low, No action required.
- Triage sort lists open before resolved and most urgent first across every pipeline.
What a status change sets in motion
Tell the people who need to know
The assignee is emailed on creation and the relevant people on every status change; the guest hears on the channel the conversation is on.
Fire your own systems
ticket.created, ticket.status_changed and ticket.assigned webhooks, signed and retried, with the previous status in the payload.
Measure the flow
Analytics charts created against resolved per day and the average resolution time; Reports exports any filtered set as CSV.
Tickets have statuses. Conversations have stages.
A conversation moves through workflow lifecycle stages designed in a visual builder: starting, in-progress and final stages, with arrows for the transitions you allow and a colour-coded badge on every chat card. A ticket on that conversation keeps its own status, so the chat can be Resolved while maintenance still works the ticket.
- Explicit transitions. Team members move only along the arrows you drew; no accidental jumps.
- History with remarks. Every stage change is time-stamped, attributed and can carry a note.
- Closing rules. Finishing a workflow can resolve the chat and require a disposition first.
Stage history
Ready to give every team its own pipeline?
Design one workflow per channel and move the first ticket through it today.
Questions, answered
From the channel's ticket workflow, the same configuration that holds its categories, sub-categories and details to capture. Each channel has one active workflow, so its tickets share one status list, typically Open, In progress, Resolved and Closed, or whatever your team defines.
Yes. A hospitality WhatsApp line can run Open, In progress, Waiting on vendor, Resolved while a technical support mailbox runs New, Triaged, Fixed, Verified. The ticket workflow lives on the channel, so different teams run different flows without touching each other's.
They are separate. A conversation moves through workflow lifecycle stages, designed in a visual builder with explicit transitions, colour-coded badges and a stage history. A ticket on that conversation moves through its own status list. The chat can be Resolved while its ticket stays open for maintenance, or the other way round.
Yes. The ticket's assignee and the relevant people get an email on every status change, the ticket.status_changed webhook fires on a genuine open to resolved transition with the previous status, and Analytics charts created against resolved per day with the average resolution time.