Help desk ticketing · Autessa Support Desk
Ticket board
Autessa Support Desk includes a kanban ticket board: every ticket is a card in a column for its status, and you change a status by dragging the card. Moves the workflow does not allow are refused with a plain reason, and you can filter the board to one assignment group.
The problem it solves
Lists hide where work is stuck
A long list makes it hard to see that ten tickets have been waiting on customers for a week while the open column is nearly empty. A board shows the shape of the work at a glance.
What you get
- Four columns by default, one per status: Open, Pending, Resolved and Closed, following your own status list.
- Drag a card to another column to change its status.
- The same workflow rules as everywhere else: a move that is not allowed is refused and the card goes back, with a note that says why.
- Filter the board to one assignment group, or see all groups.
- Each column tells you what it means when it is empty, such as “Nothing is waiting on a customer.”
How it works
How does ticket board work in Autessa Support Desk?
Open the board
Board sits under Work in the sidebar, next to Tickets.
Pick a group
Choose an assignment group from the toolbar, or leave it on all groups.
Drag to move
Drop a card on a new status. The ticket, its SLA clock and the activity log update together.
Every option
Board options
| Option | What it does |
|---|---|
| Columns | One per ticket status, in the order you set in Ticket fields. |
| Group filter | All groups or a single assignment group. |
| Allowed moves | Enforced by the same workflow as the ticket header and the queue. |
Permissions
Who can do what?
| Who | Can |
|---|---|
| Support team (Agent, Senior agent, Team lead, Admin) | View the board and drag cards to change status. |
Connected
How it connects to the rest of Support Desk
FAQ
Questions about ticket board
Straight answers. If something is not covered here, book a demo and ask us directly.
Does Autessa Support Desk have a kanban board?
Yes. The Board shows every ticket as a card in a status column, and dragging a card changes its status.
What happens if I drag a card somewhere it cannot go?
The move is refused, the card goes back, and a message explains which statuses that ticket can move to.
Can I see only one team’s tickets?
Yes. Filter the board by assignment group.
100% customizable, code and all
Make Autessa Support Desk fully your own.
Use it out of the box, then change anything. Ask Autobot, Autessa’s AI builder, for a new field, screen, report, workflow or agent and it builds it into your copy of the app. Or open the code and edit it yourself. Nothing is locked: the app, its data and its code are yours.
Start free and make it yours