Kanban view provides a column-based layout for tickets, allowing segmentation based on Status, Priority, Assignee, or Due Date.

Accessing the Kanban View:

You can access the Kanban view from the ticket list page:

• Click the View Switcher at the top right.

• Select Kanban View Mode.

Alternatively, you can set Kanban as your default ticket list view:

• Go to Profile → My Settings.

• Navigate to the Ticket Preferences tab.

• Choose Kanban from the ticket list view dropdown.

Note: View preferences are configurable and persist at the agent level.

Kanban Board Overview: 

Kanban Card Action Items Explained:

Kanban view allows ticket segmentation using the following options:

• Assignee: Each column represents an agent (listed alphabetically) with an additional column for "Unassigned Tickets."

Note: When viewing tickets by Assignee, columns for deactivated agents with open tickets will be displayed. This ensures all open tickets remain visible and can be reassigned or closed directly from the Kanban view.

• Priority: Columns represent ticket priorities in descending order (highest priority first).

• Status: Columns represent statuses in increasing order (lowest status first).

• Due Date: Columns represent due dates in chronological order.

List and Order of Columns:

Note: In Kanban view, if a specific column has no tickets under it, the column  will not be displayed.

Filters, Queues and Sorting Behaviour with Kanban Board:

Drag and Drop Behavior in Kanban View

• Tickets can be moved between columns via drag and drop, updating the ticket’s corresponding property automatically.

• If an error occurs during this action, the ticket will revert to its original position.

• Ticket positions within a column are not retained when the page is refreshed.

Limitations on Drag and Drop

Drag and drop is not supported in the following cases:

• Due Date Mode: Tickets cannot be moved between due date columns.

• Assignee Mode: Drag and drop is unavailable if the user lacks the "Assign Tickets" permission.