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Overview

Knowlix employs a stage-based system to structure workflows within each module. These workflow stages help teams monitor item progression through your business processes (items displayed as cards in the interface). Each Knowlix module can have its own set of stages. For example, the Helpdesk module uses stages to track support tickets as they move from “New” to “Resolved.” Similarly, the CRM module tracks opportunities through stages like “Qualification,” “Proposal,” and “Won.” Stages are fully customizable and can be adapted to match your team’s unique workflows and terminology. 💡 Pro Tip: Ask Your Knowlix to help configure stages for your workflow. Simply describe your process, and Knowlix Teammates can suggest or create stage configurations automatically.

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Configuring Workflow Stages

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Accessing Stage Configuration

To access and customize stages:
  1. Navigate to the relevant Knowlix module (e.g., CRM, Helpdesk, Projects)
  2. Open the module’s Configuration menu
  3. Select Stages
Note: Some modules require Advanced Mode to be enabled for accessing stage configuration. To enable Advanced Mode, go to System Settings → Developer Tools → Enable Advanced Mode.

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Viewing Current Stages

The Stages page displays all currently configured stages in a list view, ordered by their position in the workflow pipeline. This ordering determines how stages appear across your module’s interfaces. Reordering Stages: To change the sequence of stages, grab the drag handle icon on the left side of any stage name and move it to your desired position in the list.
Quick Tip: You can also reorder stages directly from the board view by dragging and dropping columns to different positions.

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Creating New Stages

To add a new stage to your workflow:
  1. Click the Create button at the top of the Stages list
  2. Enter a descriptive Name for the stage (e.g., “Customer Review,” “Pending Approval”)
  3. Configure additional settings as described below
  4. Click Save
💡 Using Your Knowlix: Try: “Create a new stage called ‘Quality Check’ in my Projects module”

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Understanding the Progress Indicator

Above each stage column in your board views, you’ll see a visual progress indicator. This bar provides a quick overview of how items in that stage are distributed across different status types. Each status is represented by a specific color in the indicator bar:
  • In Progress items (active work)
  • Ready items (prepared for next action)
  • Blocked items (awaiting resolution)
The specific status types and their meanings vary by module, reflecting the unique needs of each business function. Viewing Details: Hover over any colored segment in the progress bar to see the exact count of items with that status in the current stage. Filtering by Status: Click directly on a colored segment to filter the stage view, showing only items with that particular status. The filtered count displays next to the progress bar.

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Automated Communications

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Email Notifications

You can configure stages to automatically send email notifications when items reach them. This is particularly useful for keeping customers or stakeholders informed about progress. Setting Up Email Automation:
  1. Open the stage configuration
  2. In the Email Template field, select a pre-configured template
  3. To edit the template, click the arrow icon next to the field
  4. To create a new template, type a name and select Create and edit from the dropdown
When an item (such as a support ticket or sales opportunity) moves into this stage, Knowlix automatically sends the configured email to the relevant contact.

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SMS Notifications

Similarly, you can configure stages to trigger automatic SMS notifications. This requires SMS credits and a configured SMS provider in your Knowlix system. The setup process for SMS templates mirrors that of email templates. Select an existing template or create a new one from the SMS Template field.
Note: SMS functionality requires integration with an SMS provider. Check your system settings or contact your Knowlix administrator for SMS availability.
💡 Agent Alternative: Instead of manually configuring templates, try asking Your Knowlix: “Send an email to customers when tickets reach the ‘Resolved’ stage”

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Stage Visibility Management

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Collapsing Stages

By default, all stages appear expanded in board view, with their cards visible. However, you can configure certain stages to appear collapsed, which is especially useful for “completed” or “archived” stages. Permanent Collapse Configuration:
  1. Open the stage in the configuration menu
  2. Enable the Collapsed in Board View checkbox
  3. Save your changes
When a stage is collapsed, its name remains visible in the board view, but the cards it contains are hidden. This keeps your workspace clean while still tracking items that have reached completion stages.
Important: Items that move into collapsed stages are typically considered “closed” or “completed.” Only use this setting for terminal stages in your workflow, as collapsing active work stages can cause confusion and missed tasks.

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Temporary Collapse

You can also temporarily collapse any stage directly from the board view without changing its permanent configuration:
  1. Navigate to your module’s board view
  2. Hover over the stage column header
  3. Click the gear icon that appears
  4. Select Collapse from the dropdown menu
This temporary collapse doesn’t affect the stage’s default visibility and will reset the next time you refresh the view.
Note: Temporarily collapsing a stage does not mark items as closed. It simply hides them from view temporarily.

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Assigning Stages to Teams

Knowlix supports multiple teams working within the same module, each with potentially different workflows. You can assign specific stages to specific teams to create customized pipelines. Configuring Team Assignments:
  1. Open the stage configuration
  2. In the Teams field, select one or more teams that should use this stage
  3. Save your changes
A single stage can be assigned to multiple teams, or you can create team-specific stages for workflows that differ significantly between teams. Example Use Case: Your organization might have both a “Technical Support” team and a “Billing Support” team in the Helpdesk module. Technical Support might use stages like “Troubleshooting” and “Escalated,” while Billing Support uses “Payment Verification” and “Refund Processing.” By assigning stages to specific teams, each team sees only the stages relevant to their workflow. 💡 Your Knowlix Tip: Ask Your Knowlix: “Show me which teams are using the ‘Negotiation’ stage” or “Assign the ‘Final Review’ stage to the Sales team”

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Best Practices for Stage Management

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Keep Stages Meaningful

Create stages that represent actual phases of work, not just status labels. Each stage should indicate what needs to happen to items at that point in the workflow.

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Limit Stage Count

While Knowlix doesn’t impose hard limits on stage counts, having too many stages can make your board view cluttered and difficult to navigate. Aim for 5-8 stages for most workflows.

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Use Consistent Naming

Develop a naming convention for stages across your modules. For example, always start with action verbs (“Review,” “Approve,” “Process”) or state descriptions (“Awaiting Feedback,” “In Development”).

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Align Stages with Handoffs

Position stage boundaries at points where work typically moves between team members or departments. This makes it clear when responsibility transfers and reduces confusion.

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Review and Iterate

Workflows evolve over time. Regularly review your stage configurations with your team and adjust them based on how work actually flows, not how you initially assumed it would flow.

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Need Help?

Ask Your Knowlix:
  • “How do I create a new stage?”
  • “Show me which stages are used most frequently”
  • “What’s the difference between collapsed and active stages?”
  • “Configure automatic emails for my ‘Approved’ stage”
Contact Support: If you encounter issues with stage configuration or need assistance designing workflows for your organization, reach out to Knowlix support through the Help menu.