Kanban view displays requests as organized boards. You can group requests based on priority, status, or support rep assigned to the request. Detailed information about support rep's workload can be viewed at a glance. Kanban boards simplify the process of organizing and prioritizing requests.
Requests are categorized and grouped into columns. These columns are called Kanban columns.
Role Required: Support reps with view request permission.
To view requests in kanban view, go to Requests, click the Table View drop-down and select .
You can apply existing custom filters or create new custom filters. Click here to learn more.
You can group the requests based on request status, priority, or support reps assigned.
Under the Group by drop-down menu, select the required field (Support Rep, Priority, or Status) to categorize requests in Kanban boards. The value selected under the Group by drop-down menu will be referred to as Category throughout the document.
Under the Sort by drop-down menu, select a field by which the Kanban cards in each board must be organized. You can also arrange the sorted list in ascending or descending order by using the icon.
Column Chooser allows you to select the request information that needs to be displayed in the Kanban cards. You can also search for and reorder the fields by using the Drag icon displayed beside each field.
After categorizing the requests, you can manage the Kanban boards by clicking the icon on the toolbar. On this panel, you can perform various actions on the category applied to requests and the changes will immediately reflect in the Kanban boards. You can pin the entire panel by clicking to retain it static while navigating through the Kanban columns or modifying their display.
Add support reps to Kanban View
Select Support rep criteria from the Group By drop-down.
Click to open manage support reps window and click on the top right.
Select the group of the support rep you wish to add. The support reps under the selected group are listed accordingly. You can choose to view all support reps in the application or only the online support reps.
You can also search for the support rep using the search bar.
Select the support reps by clicking the checkbox beside their name.
Click Add. The support rep is added as a new Kanban column.
In the Kanban view, requests will be displayed in individual cards and grouped into Kanban columns based on the applied category (support rep, status, or priority). Using the Kanban boards, you can track specific information and perform actions as explained below:
View Number of Requests Under Each Category: The number of requests in each category is displayed on the Kanban column's title bar.
Pin/Unpin Kanban Boards: To retain a Kanban board static, pin the Kanban board by clicking the icon displayed beside the column name. To unpin, use the icon.
Remove Kanban Board: Click the icon on the Kanban header to remove the board from the Kanban view.
Drag and Drop Requests: You can change the status, priority, or the assigned support rep of a request by using drag and drop functionality. Click the request that you wish to move, drag it to the desired Kanban column, and drop it.
Preview Requests: Hover over a request's subject to preview the request. To get more information, click the request subject. This will open a limited version of the request details page on a pane sliding in from the right, where you can perform various actions supported in the details page. To open the request details page in a new tab, click the pop-out icon.
Conversations: Click the icon to check out the request-related conversations.
Add/View Notes: Clicking the icon on the request card to add or view notes.
Attachments: Click the icon to preview and download the attachments.
To navigate to the other boards, click the Next and Previous arrows present on either side of the windows. To navigate to other pages, click Next Page and Previous Page arrows.