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."

• 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.