Board

The board shows tickets as cards by status, kanban-style: you can see how many tickets are at each stage, and you change a status by dragging a card.

Opening the board

Use the “Board” button in the Inbox header (just the grid icon on a narrow screen), or the command palette Ctrl+K (Cmd+K) → “Board”. There's no separate sidebar item. The “List View” button takes you back to the Inbox.

Columns and cards

• Six columns, one per status: “New”, “Open”, “In Progress”, “Snoozed”, “Resolved”, “Closed”, each with the number of tickets in that status in its header. The columns are fixed and can't be configured.
• A card shows the customer's name, the start of the subject, a colored priority dot, the assignee (avatar or initials, “—” if there's none) and how long ago the ticket was created. Clicking a card opens the ticket.
• Above the board is a department filter: “All Departments” or a specific department.
• A column holds the most recently changed tickets: up to 200 in the working columns and the latest 50 in “Resolved” and “Closed”. When a column has more, a note at the bottom says how many are shown; look for the rest in the Inbox. An operator sees tickets from their own departments and tickets with no department, as in the Inbox.
• The board updates itself whoever changes a ticket: a colleague, the customer with a new message, or automation — auto-close, auto-assignment, rules, BILLmanager sync. After a dropped connection, or when you come back to the tab, it catches up on what it missed.

Drag and drop

Drag a card into another column and the ticket gets that column's status.

• Into “Closed” — the same as closing the ticket from its page: the customer gets a closing message and, if enabled, a rating request (see Ticket rating).
• Into “Snoozed” — a “Snooze until” window opens with the same choices as the “Snooze” button in the ticket: in 1 hour, in 4 hours, tomorrow 9:00, Monday 9:00, until the customer replies, or a custom time, plus an optional reason. The snoozed ticket loses its assignee and its SLA is paused; it comes back at the time you picked or when the customer writes. If you close the window, the card stays where it was.
• Into other columns — a closed or resolved ticket is reopened first, just like with the Reopen button, and a snoozed one is resumed, like with the Resume button; then the ticket gets the column's status. Between “New”, “Open” and “In Progress” only the status changes.

Any operator can close a ticket (move it into “Resolved” or “Closed”) and reopen it into “Open”, just as anyone can use the Close and Reopen buttons. Everything else — changing the status between “New”, “Open” and “In Progress”, moving into or out of “Snoozed”, and moving a closed ticket straight into “New” or “In Progress” — is for the ticket's assignee, or anyone while the ticket is unassigned; the owner and admins can do it on any ticket.

A move is all or nothing: permissions are checked for the whole move before its first step. If something isn't allowed — say, a colleague's closed ticket is dragged straight into “In Progress” — the ticket doesn't change at all, the card goes back to its column, and the board shows why.