Kanban view & bulk actions

Two views over the same data, plus bulk operations to move many tickets at once.

Views: Table and Kanban

• Table (default) — the data grid with all the columns
• Kanban — cards grouped by Status or Priority; drag a card between lanes to change it

Filters are shared between the two views.

Kanban workflow

Picking a grouping

• By Status — tracks work through the stages (NEW → OPEN → PENDING → BLOCKED → SOLVED → CLOSED)
• By Priority — triages by urgency (LOW, MEDIUM, HIGH)

Switch the grouping from the view toggle.

Dragging cards

• Cards show ID, title, SLA, assignee avatar, and up to 3 linked chats
• Drag a card into another lane to change the status (or priority)
• Optimistic; rolls back on failure

Example: morning triage

1. Open Kanban grouped by Priority
2. Filter: “Assignee = me”, “Status != Closed”
3. Drag anything breached or at-risk into HIGH
4. Anything over 3 days old with no comments → drop to LOW
5. Switch grouping to Status and work the OPEN lane

Bulk actions

Select multiple rows to reveal the bulk toolbar:

• Status — move many tickets to the same status (common: bulk-close)
• Priority — re-triage
• Custom fields — add or remove a value on select/multiselect/checkbox fields
• Delete — permanent, confirmation required; requires delete permission

Everything applies optimistically and the server reconciles. If any one ticket fails (e.g. closed ticket can’t be edited), only that one rolls back.

Example: end-of-quarter cleanup

• Filter: Status = SOLVED, Closed at < (today - 30 days)
• Select all
• Bulk set Status → CLOSED
• Export the list from the activity log so audit has a record

Common workflows

Support queue (daily)

1. Open Tickets page → Kanban by Status, filter Assignee = me
2. Check the SLA filter for Breached and At risk — work those first
3. Work each card: open details, reply in the linked chat, update the status lane when the state changes
4. End-of-day bulk-close anything left in SOLVED for > 48 hours

Sales qualification handoff

1. SDR identifies a qualified lead in a DM
2. From the chat details → Tickets tab → Create ticket
3. Assign to the AE, set priority, link the chat
4. Add a staged comment with qualification notes
5. AE receives the assignment; uses the linked chat to continue; updates status as the deal progresses

Incident with multiple reporters

1. Support sees 3 similar DMs complaining of the same symptom
2. Create one ticket titled after the incident
3. Link all 3 chats
4. Set priority HIGH, custom field Severity = S2, assign to on-call engineer
5. Use comments as the internal incident channel
6. When the fix ships, broadcast a 3-recipient update from the Messages page (~6-second delay)
7. Close the ticket; SLA state records whether the fix was on time

Audit log

Every ticket action is captured in Settings → Activity Log: created, status changed, priority changed, assignment changes, comments added/deleted (metadata only), files attached/removed, custom field edits, deletion. Admins/owners can export the log to CSV, filtered by time range.