Helpdesk Kanban Boards
Kanban Boards helps teams organize and manage their tickets in an easy to view format. To navigate to Boards, click into the Helpdesk, then scroll down and click into Boards.
The board view provides a Kanban style view of all tickets with the tickets displayed in their corresponding Ticket Status.
When you click on a ticket in this view, it will open up the Ticket Detail view in a new tab.
If you wish to update the status of a ticket, you can do so by dragging and dropping it into the desired status column on your board. You can also search for a ticket using the keyword search feature at the top of the board view screen.
Board settings provide the ability to edit the board view for your org. Board settings can be accessed through the menu in the top right corner of the board view screen.
After updating the board view, remember to click the Save Changes button in the top right corner.
An agent can quickly search for their tickets by clicking into their profile on the top right - this will automatically show them their tickets.