Customize Your Workflow

Before your team starts working in Planner, set up where issues live and what they look like: the spaces that hold them, the issue types and statuses they move through, and the labels you sort them with.

All of this is under the Planner app's Setup tab. Pick a space in the left column, then expand Workflow on the right.

Spaces

A space keeps one team's or product's issues apart from the rest, with its own issue types, labels, numbering and automation rules. Every workspace has a Workspace space, which holds issues that don't belong to a named space.

Create a space

Spaces are shared across DashX apps, so you create them in Workspace Admin rather than in Planner:

1. Open Workspace Admin and go to Spaces
2. Click +
3. Enter a Name and an Identifier, pick an Icon if you like, and save

The identifier is filled in from the name. It can only contain letters, numbers, hyphens and dots. Names and identifiers must be unique in the workspace.

To control who can see and work in a space, use the Access action on the Spaces page.

Turn on Planner for a space

New spaces appear under Custom Spaces on the Planner Setup tab. Select one and turn on Is Planner enabled for this space? to show it in Planner's space selector. Settings save as you change them.

Planner works with issue types in the space, so create at least one issue type before your team starts.

Issue numbers

Each issue gets a number when it's created, counting up from 1 in each space. Set a Prefix of 1 to 7 letters or digits, such as SUP, and issues show as SUP-42. Planner suggests a prefix from the space's name.

Changing the prefix changes how every issue in the space is shown, not just new ones.

Issues in each environment are numbered separately.

Issue types

An issue type defines one kind of work, such as a support request or a bug report: the statuses it moves through, the custom fields it records, and how it behaves. Each issue type belongs to one space, and an issue can't move to another type or space once it's created.

When you install Planner, the Workspace space gets a Task issue type. New spaces start with none.

Create an issue type

1. On the Setup tab, select the space and expand Workflow > Issue Types & Statuses
2. Click +
3. Fill in the sections below and click Save

To change an issue type later, click it. Each section then has its own Save button.

The first issue type you create in a space becomes its default. Issues created without a type, for example through the API, use the default type.

General

Setting	Description
Name	Required. Unique in the space.
Identifier	Required. Filled in from the name. Used to refer to the type in code.
Is Autosaved?	On by default. Changes to an issue save as soon as they're made. Turn it off to have people click Save on the issue instead.
Allow Public Reply?	Off by default. Turn it on to let your team reply to the customer from issues of this type. Leave it off for internal work, where only internal notes are allowed.
Is History Enabled?	Off by default. Shows a History card on each issue listing the requester's other issues of this type.
Hierarchy	Which issue types can be added as sub-issues: any issue type, specific issue types, or don't allow any sub-issues.

Statuses

Statuses are the steps an issue moves through. A new issue type starts with six:

Status	Use it for
Backlog	Work that isn't planned yet. New issues start here.
To Do	Planned but not started.
In Progress	Being worked on.
In Review	Waiting for a review.
Done	Finished.
Canceled	Won't be done.

Rename them, change their colors, add your own and remove the ones you don't need. Statuses are grouped into stages, from not started to finished. Add each new status in the stage it belongs to.

Done, Canceled and any other status you add in the same stages are closed statuses: they mean the issue is finished. Everywhere else in these docs, an open issue is one that isn't in a closed status. Closed statuses matter because:

• a customer's new message never reopens a closed issue on WhatsApp or In-App Chat; it starts a new issue
• AI agents don't reply on closed issues
• follow-ups stop when an issue is closed
• time-based trigger rules can only move issues to a closed status

Give every issue type at least one done status and one canceled status:

• Creation rules for WhatsApp and In-App Chat skip issue types that have no closed status.
• When a customer ends an in-app chat, its issue moves to the first done status.
• Marking an issue as a duplicate moves it to a canceled status.

Don't make a closed status the default for an issue type that In-App Chat creates issues in, or those chats won't create issues.

Select Default next to the status new issues should start in. Exactly one status is the default.

Renaming a status keeps it attached to its issues and automation rules. You can't remove a status while issues are in it, test issues included, or while an automation rule refers to it. Move those issues and update those rules first.

Custom fields

Custom fields record extra information on issues of this type, such as an order number or the product the customer is asking about. Add them in Custom Fields, Relationships & Actions > Custom Fields.

Each field has a name, an identifier, a data type and a field type that decides how it's filled in: text, number, dropdown, radio buttons, segmented control, switch, checkbox, date and time, file, email, phone, currency, reference to another record, and more. You can allow multiple values, blank values, or mark a field Deprecated to hide it while keeping the values already saved.

For dropdowns, radio buttons and segmented controls, list the options in the order you want them shown. That order is also used when automatic assignment sorts by the field.

A few rules protect existing data:

• A field's identifier can't be changed once the field is created.
• A field that has values on any issue can't be deleted. Mark it Deprecated instead.
• A field used by a field condition can't be deleted until you update the condition.

Custom fields are filled in on the issue's page, not when the issue is created. Required and the other validation rules are checked when people edit issues in the app. Values sent through the API are only checked for the right type.

Field conditions

A field condition shows extra fields only when another field has a certain value. For example, show Refund Amount only when Request Type is Refund.

In Field Conditions, choose the field to watch under When filling out this field, the value under If value is, and the fields to reveal under Then show these fields. For each revealed field, choose whether it's required in All statuses, Some statuses or No statuses.

When the watched field changes and a revealed field is hidden again, its value is cleared.

Relationships and actions

Under Custom Fields, Relationships & Actions you can also:

• add Custom Relationships that link issues to records in your other resources, shown under Related on the issue
• add Custom Actions, buttons on the issue that open a link

Labels

Labels tag issues across issue types, for example billing or vip.

1. On the Setup tab, select the space and expand Workflow > Issue Labels
2. Click +
3. Enter a Name and pick a Color, then click Submit

Issues in a space can use that space's labels and the Workspace space's labels. Label names must be unique in the space. Deleting a label removes it from every issue.

Labels can also be created as you go: type a new name in the Labels field when you create an issue, or send a new label name through the API.

Priorities

Every issue has a priority: No priority, Low, Medium, High or Urgent. Priorities are built in and can't be changed. You can filter and sort by priority, set it with trigger rules, and use it to decide which issue is assigned first.