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The Fidiora pipeline is a drag-and-drop board of stages and custom statuses that mirrors how your team works. It shows what the AI is handling, what needs a human, and what is resolved, in one view. You add columns, move tickets, and change paths in minutes, without engineering help.
What the pipeline is for
Most support tools give you a vendor template for how work should flow. The Fidiora pipeline lets you build your own. It is a board of stages, each stage is a column, and every conversation sits in exactly one stage at a time. Because AI-handled and human-handled work live on the same board, the whole team can see at a glance what Fidiora is covering, what is waiting for a person, and what is done.
A sensible starting layout
Start simple. Three stages cover most teams on day one:
- AI handling. Conversations Fidiora is answering right now.
- Needs human. Conversations handed off by a trigger or a rule, waiting for an agent.
- Resolved. Conversations that are closed, whether by Fidiora or by your team.
Shape it to your workflow
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Map your real process
Write down how a ticket actually moves through your team today, including the informal steps such as waiting on engineering or waiting on the customer.
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Add stages and custom statuses
Add a column for each step that matters. Use custom statuses for states that do not need their own column, such as waiting on customer.
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Connect rules to stages
Use the rule engine to send conversations to the right stage automatically, for example VIP handoffs to a priority column. See Automation rules.
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Review after a week
Look for columns where work piles up or stages nobody uses. Merge, rename, or remove them. Changes take minutes and apply straight away.
Common pipeline patterns
- Priority lane. A separate needs-human column for VIP, enterprise, or paid-plan customers so they never wait behind the general queue.
- Sensitive topics lane. Billing disputes, legal, and security questions land in their own column owned by the people qualified to answer them.
- Engineering escalation. A stage for bugs passed to engineering, which pairs well with Jira or Linear if that is where your engineers work.
- Review stage. A stage where a lead checks a sample of AI-resolved conversations before they are considered done, useful in the first weeks after launch.
The pipeline and your helpdesk
The pipeline does not require you to leave your helpdesk. If your team works in a tool like Zendesk or Freshdesk, handoffs can be passed there with the conversation attached, and the pipeline remains a clear view of what Fidiora is doing. See Integrations overview.
For the theory behind good routing, see ticket routing and triage. For a deeper look at how queues behave, read anatomy of a support queue.