Help Desk Kanban Board
The Kanban board provides a visual overview of your ticket queue organized by status. Drag tickets between columns to update their status instantly.
Board Layout
The board displays six columns, one for each ticket status:
- Open: New or reopened tickets
- Pending: Waiting for customer response
- In Progress: Actively being worked on
- On Hold: Temporarily paused
- Resolved: Solution provided
- Closed: Completed tickets
Each column header shows the count of tickets in that status.
Ticket Cards
Each card on the board displays the ticket reference number, subject, priority badge (color-coded), requester name, and SLA status indicator. Click a card to navigate to the full ticket detail page.
Drag and Drop
Drag a ticket card from one column to another to change its status. The status update is saved automatically. While the update is in progress, the card shows a loading indicator.
Filtering
Use the token search bar above the board to filter tickets by priority, category, channel, or assigned agent. The board updates in real time to show only matching tickets. Clear filters to return to the full view.
Accessing the Kanban Board
Navigate to Help Desk > Kanban in the sidebar. You can switch between the list view and the Kanban board at any time.