Issues cards in Kanban display important Issue information and allow agents to quickly perform important actions, such as claim or chat, on the Issue. Each card represents one Issue.
Follow the screenshot labels below to learn about the anatomy of the Issue card.
- Issue card buttons: (from top to bottom)
- Edit/Open: open the Issue's modal to edit the Issue and perform actions towards its resolution.
- Watch: add yourself as a collaborator on the Issue and receive Issue updates as configured in your alert settings.
- Assign: assign an Owner User and Collaborating Users.
- Claim: assign yourself as the Owner User of the Issue. NOTE: you can only claim an Issue that does not have an Owner User.
- Chat: join the Issue Public chatroom without opening the Issue modal. NOTE: you can only join chatrooms of Issues not assigned to you if you have Group Admin permissions. You can still join chatrooms of Unclaimed Issues.
- Add Issue Log: add and format a note that will be included in the Issue log in the Issue modal. NOTE: unless you have Group Admin permissions, you can only add a note to the Issue log if you are that Issue's Owner or Collaborating User.
- Issue source: the origin of the Issue.
- Issue information: (NOTE: the information is displayed based on availability. You may not see all the fields below on the Issue card.)
- Customer Name: name of the Customer Profile with the Issue.
- Issue Name: name of the Issue.
- Categorization: Issue type(s).
- Sponsor Team: the Team who submitted the ticket to your Team.
- Customer Location: name of the specific Location having the Issue.
- Customer SMS: (chat or SMS Issue sources only) phone number of the Customer User who is having the Issue.
- Created On: date and time the Issue was created in Relay.