We’re excited to introduce Kanban View, one of the most requested features by ClearFeed users, designed to help Customer and Employee Service teams manage tickets more effectively. Support teams often manage multiple tickets, prioritize urgent issues, and collaborate across team members to resolve requests. 

Kanban View is designed to address these challenges by providing a structured, intuitive and visual interface to simplify ticket tracking, assignment, and prioritization, enabling your team to optimise workflows effectively. . 

Why you’ll love it: 

• Simplify ticket tracking with a visual, drag-and-drop interface.
• Prioritize urgent issues 
• Reassign tickets seamlessly to ensure the right person handles the right task.
• Gain clarity and control over your support workflow with customizable views.

Let’s dive deeper into how you can use Kanban View to streamline ticket management and create a more organized workflow. 

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Key Features of Kanban View

1. Drag-and-Drop Ticket Management

Easily move tickets between columns/workflow stages to update their status or assignee. Whether you’re escalating an issue, marking a ticket as resolved, or reassigning it to another team member, Kanban View makes the process seamless and efficient.

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2. Quick-Action Icons for Faster Updates

Update ticket details - such as priority, assignee, or status - directly from the ticket card using quick-action icons. This eliminates the need for navigating through multiple screens, saving time and reducing friction in your workflow.

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3. Custom Grouping for Better Ticket Organization

Customize your Kanban board to align with your team’s workflow. Group tickets by:

• Status: Organize tickets by their current stage (e.g., Open, In Progress, Resolved).
• Assignee: View tickets grouped by team members to balance workloads effectively.

You can create swimlanes or sub-group the tickets by Status or Assignee for better organization and focus on the most critical tasks. 

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4. Instant Visibility into Team Health and Workload

Managers can quickly gauge the overall health of their support operations through a visual overview of ticket distribution. By glancing at columns grouped by assignee or status, you can spot who is overloaded, identify bottlenecks, and see how tasks are progressing across the board. This makes load-balancing and proactive adjustments much simpler, ensuring smoother team collaboration.

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What’s Next?

We’re continuously enhancing Kanban View to make it more intuitive and efficient. Next, our focus is on:

• Further improving the clarity of group and sub-group hierarchies
• Enhancing visual feedback when moving tickets across boards
• Optimizing the display of key information to cater to both external and internal helpdesks
• Adding more fields to this view - especially AI categorization and other custom fields -while allowing grouping by them. 

These updates are part of our ongoing commitment to enhancing the ClearFeed experience, empowering service teams to deliver exceptional support to both customers and employees. Kanban View is now live on ClearFeed, and we’re excited for you to explore its benefits.

If you’d like to learn more about how ClearFeed's Kanban View can benefit your organization, contact us at support@clearfeed.ai or book a free demo with a support specialist for a personalized walkthrough of the feature.