What is the Issues Kanban?
The Issues Kanban is a project management dashboard that allows agents to conveniently display their current Issues moving through the workflow and changing statuses. Agents will be able to view their current Issues separated by status to quickly identify where each Issue is in its workflow and what are the next steps to take on that Issue.
The Kanban consists of columns that typically have Issues filtered by status (although you can also filter them further by Issue type or Sponsor Team). You will be provided a default Issues Kanban with four columns. You can further edit the filters on these columns to display, for example, Issues that are both in Remote status and are of the Support type.
You can also create additional Kanbans customized to your needs. For example, you could create a Kanban with columns that show Issues of different types, all of the same status. You can add up to eight new columns and edit column filters on each one.
Besides viewing Issues, agents can also perform basic Issue actions right from the Issue cards in the Kanban modal, such as claiming or assigning an Issue or starting an Issue chat. In that way, Issue cards in Issues Kanban view are similar to Issues inbox cards.
What are the main parts and icons of an Issues Kanban?
- Column: as shown in the screenshot below, a column combines Issues of the same type, status, and/or Sponsor Team, as defined by the column filters. You can add up to eight columns to any new Kanbans you create and edit filters on columns of both the default and new Kanbans.
- Issue card: an Issue card displays important information about each Issue and allows you to perform basic tasks on the Issue using the buttons on the left side of the card.
: switch between Kanbans. Click on "X" to the right of a Kanban name to delete that Kanban view. NOTE: you may not delete the default Issues Kanban.
: create a new Issues Kanban.
(Edit filters): edit filters of the Kanban columns.
(Reset filters): revert the default Kanban columns to their original configuration. NOTE: this functionality is only available for the default Issues Kanban, and not any new Kanbans you create.
(Refresh): click to refresh a column of the Issues Kanban. You can also toggle on Auto Refresh in the top right corner of the Kanban modal to refresh the columns automatically every 30 seconds.
- Column cards sorting: the Issue cards in each column can be sorted in the following ways:
- Scheduled/Created Date: sort by date of scheduled work (work order, training, and activation Issue types only) or by date the Issue was created.
- Ascending/Descending: sort by scheduled/created date in ascending or descending order.
- My Issues: click to display Issues assigned to or claimed by you only. The button frame will turn blue when you select this filter.
- Today: (work orders, trainings, and activations only) click to display Issues with jobs scheduled for today. The button frame will turn blue when you select this filter.
- Tomorrow: (work orders, trainings, and activations only) click to display Issues with jobs scheduled for tomorrow. The button frame will turn blue when you select this filter.