Kanban

The Kanban board gives you a visual, drag‑and‑drop way to manage active tickets. Each column represents a ticket status, and each card is a ticket. Moving a card to a different column updates the ticket’s status immediately.

What you can do on the Kanban board

• See active work at a glance: Only active (non‑closed) tickets are shown to keep the board focused.
• Drag and drop tickets: Move across columns to change status.
• Use filters: Narrow the board by assignee, category, company etc.
• Open tickets: Click a card to open the full ticket. Use your browser’s open‑in‑new‑tab if you want to keep the board visible.

Statuses and columns

• Columns map to statuses: Every visible status becomes a column. Custom statuses are fully supported.
• Order of columns: Columns follow your status order from administration settings.
• Closed/resolved statuses: Hidden to prevent clutter.

Configuring statuses

Administrators can add, rename, reorder, or disable custom statuses in "Administration → Statuses".

Permissions and workflow

• Who can use it: Agents can view and move tickets according to their permissions. End‑users do not have access to the Kanban board.
• Changing status: Dragging a card to another column updates the ticket’s status and triggers any relevant automations, notifications, and SLAs—just like changing status in the ticket view.
• If you can’t drag: You might lack permission to change status, the ticket may be locked by another action, or the destination status may be restricted by workflow rules.

Ticket cards

Cards show key ticket details for quick triage, such as ID, subject, requester etc.