Kanban View of Tickets

Kanban view is a column layout of tickets, which segments them further based on Status, Priority, Assignee or Due date.

Applicable Plans: ✖️ Mighty ✔️ Fantastic ✔️ Enterprise ✔️Enterprise Plus

Accessing the Kanban View:

Kanban view mode can be accessed from your ticket list page.

  1. Click the view switcher on the top right.
  2. Choose "Kanban View Mode".

Alternatively,

  1. Go to Profile >> My Settings.
  2. Navigate to Ticket Preferences tab.
  3. Choose Kanban in ticket list view dropdown.
Note: View ticket preferences changes are configurable and persistant at agent level.

Kanban Board Explained: 

Kanban Card Action Items Explained:

Kanban view has four segmentation options:

  • Assignee
  • Priority
  • Status
  • Due Date 

You can use the layout switcher to switch between the various view layouts.

View by Assignee:  Each column represents agents in alphabetical order. An additional column is present for "Unassigned Tickets".

View by Priority: Each column represents priorities listed in decreasing order (Highest priority comes first).

View by Status: Each column represents statuses listed in increasing order (Lowest status comes first).

View by Due Date: Each column represents Due Dates listed in chronological order.

List and Order of Columns:

Order

Column

Meaning

1

Long Overdue

Tickets that were long overdue, excluding the ones that were due in the past 7 days.

2

Overdue Last 7 Days

Tickets that were overdue in the past 7 days, excluding the ones that were due today.

3

Due Today

Tickets that are due today.

4

Due In Next 7 Days

Tickets that are due in the next 7 days, excluding the ones that were due today.

5

Due Beyond 7 days

Tickets that are due in the future, excluding the ones that are due in the next 7 days.

6

Due Date not Set

Tickets whose due date are not set.

Important 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:

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  • 02-Jan-2019
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