The Help Desk Kanban board gives you a visual overview of your ticket queue, organized into one column per status. Drag a ticket card from one column to another to change its status, and the update saves automatically. It is the same set of tickets you see in the list, presented as a board you can work at a glance.
Open the board
Go to Help Desk > Kanban in the sidebar. You can move between the ticket list and the Kanban board at any time. If AI create and the Help Desk feature are enabled and you hold the create permission, the board also offers the split Create control, so you can add a ticket without leaving the board.
Board layout
The board shows six columns, one for each ticket status, in this order:
- Open: new or reopened tickets.
- Pending: waiting on the requester.
- In Progress: actively being worked.
- On Hold: temporarily paused.
- Resolved: a solution has been provided.
- Closed: completed tickets.
Each column header shows the count of tickets in that status.
Ticket cards
Each card displays the ticket reference, subject, a color coded priority badge, the requester name, and an SLA status indicator. Cards waiting on a reply from your team carry an extra badge, described in the next section. Click a card to open the full ticket detail page.
Tickets waiting on a reply
When a requester replies to a ticket, the board marks it so the pending response is hard to miss. The card gets a colored left accent and a Requester replied badge showing how long that reply has been waiting, so a two hour wait reads differently from a two day one.
Cards in that state also float to the top of their column. Your chosen sort still orders the cards inside each group, so floating brings waiting tickets forward without overriding how you have sorted the column.
Two details are worth knowing, because they decide whether a ticket still counts as waiting on you:
- Internal notes do not count: a note is not an answer to the requester, so adding one leaves the ticket marked as still waiting on your team.
- Automated replies do count: a canned response sent by a workflow clears the waiting state, because the requester has received an answer.
Replies that arrive by email are included once a workflow appends them to the ticket conversation. See Setting Up Email-to-Ticket Workflows for how to add the Add Email to Conversation action.
Drag and drop to change status
Drag a card from one column to another to change its status. The card moves immediately and the change saves in the background, showing a subtle indicator on the card while the update is in progress. If the update fails, the card returns to its original column and a message explains what happened.
Filter and sort the board
Use the token search bar above the board to filter by priority, category, channel, assigned agent, SLA status, or who the ticket is waiting on, and search by subject. Because the columns already represent status, the board filters focus on the other attributes. Clear the filters to return to the full board. To spot tickets at risk, filter by SLA status:
- On Track: within the SLA target.
- Breaching: approaching the SLA target.
- Breached: past the SLA target.
The same SLA indicator appears on each card, so you can see at a glance which tickets need attention.
The Awaiting Reply filter narrows the board by who owes the next message:
- Waiting on us: the requester replied last.
- Waiting on requester: an agent replied last.
Sort options cover Created, Updated, Last Reply, Subject, and Priority. Sorting by Last Reply orders tickets by the most recent conversation activity, which pairs well with the Awaiting Reply filter when you are working through a backlog.
Related articles
- Managing Help Desk Tickets
- Setting Up Email-to-Ticket Workflows
- Ticket Merging, Watchers, and Entity Linking
- Help Desk Permissions and Roles
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