Track tickets on your team's Kanban board

Open a department's Kanban board, read the columns and the SLA badge on each card, then drag a card into another stage to move the ticket along.

The Kanban board shows every ticket of one department by stage rather than as a list. This page reads the board and moves a ticket across it.

Goal

You can open your team's board, read every number on a column header and on a card, and move one ticket into the next stage.

Before you begin

Any operator account can read the board. Dragging needs write access to tickets: the administrator role, or Tickets role set to Admin (can write) — see Roles and per-feature permissions.
The department needs at least two columns. If it has none, work through Configure the columns of a team's board first.
At least one ticket carrying a stage; a ticket with no stage is absent from the board.

Steps

Open Tickets → Kanban. The list shows one tile per department, with that department's address under its name.

Click your team's tile. The board opens, and the top bar carries the ticket count and the stage count.

A Kanban board on a blue background with four columns side by side, each showing a colour dot, a stage name and a ticket count; the card area of every column is masked — One department's board. The card areas are masked because the picture was taken on live data.

Read each column header: a colour dot, the stage name, then the number of tickets sitting in it. The final column of the flow also carries a Closing label.

A column with a WIP limit prints its count as 5 / 4 and turns red once it is over. That is a colour warning; the console still accepts more cards.

Read a card: its reference, its priority, the update date, the reply count and the attachment count. The SLA badge reads Overdue, SLA breached, SLA met or the time left.

Drag a card into another column. The console stores the new stage and records the transition.

Click a card to open its detail drawer. The drawer carries an SLA block with the Deadline, and a Stage history block listing every leg the ticket has travelled.

Add a ticket straight onto a column with Add ticket: type a Ticket title… and pick a contact. The save button turns on once both are there.

Press the left arrow on a column header to Fold column. A folded column still accepts cards dragged onto it.

Verify

The moment you drop the card, the counts on both column headers move: one down on the old column, one up on the new one. Reload the page and the card is still in its new column.

Open the drawer of that same card: Stage history carries an extra row for the current stage, marked present.

Troubleshooting

Symptom	Cause	What to do
Cards will not drag, though the board reads fine	The account sits at read-only on tickets	Have an administrator raise Tickets role to Admin (can write)
A card carries no SLA badge at all	No SLA policy matches that ticket	See Set an SLA policy for a team
The drawer reads "No SLA policies attached."	Same cause, spelled out in a sentence	As above
The save button under Add ticket stays off	The title is empty, or no contact with a portal account was picked	Fill both, or use the full creation form
The board is empty although the department has tickets	Those tickets carry no stage	Give the department a default stage, then reopen each ticket