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Map tickets from a self service flow to a specific status

This article explains how to map tickets generated from your self-service portal flows to specific statuses in Claimlane.

Written by Support team

Steps to Map Tickets

  1. Open Settings Go to Settings by clicking the settings button in the bottom-left corner of your screen.

  2. Navigate to Groups Select Groups from the menu.

  3. Open Tile Mapping Options Click on Support issue tile mapping and inbox options.

  4. Locate the Relevant Flow Find the flow you want to map.

    Notice: Ensure that both the Channel and Tile name match the flow you want to map.

    • The Channel is typically Web or Store. If you’re unsure, use Web.

    • The Tile name may appear as "missing-translation". If multiple flows exist under the same channel, map all of them to the desired status.

  5. Map to a Status Under the column Map to status, select the status you want the tickets to map to.

  6. Move to Another Group (Optional) If you have groups enabled, click Move to group to assign the ticket to a different group outside of your current selection.

Notes

  • If you have multiple groups that use statuses with the same name and color, consider naming them clearly for identification. Example:

    • Status 1 (Group 1)

    • Status 1 (Group 2)

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