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[Beta] Kanban Board in Desk

  • Updated

Index:

  1. Beta Functionality

  2. What is the Kanban Board in Desk?

  3. When to use Board mode?

  4. Feature objective

  5. Context

  6. What changes?

  7. How does the flow work?

  8. What remains the same?

  9. Known limitations

  10. FAQ

Beta Functionality 

The Board mode (Kanban) is currently in the Beta phase (Open Beta) and available only to some selected customers for testing. 

During this period:

  • The functionality may undergo adjustments and improvements

  • Some functionalities are not yet available

  • The experience may evolve based on user feedback

Official release forecast: first half of 2026.

 

What is the Kanban Board in Desk? 

The Board mode (Kanban) is a new visual way to organize and operate your tickets in Blip Desk. 

With it, you can visualize your attendances as a pipeline, track the progress of tickets, and move them between stages simply using drag & drop.

 

When to use Board mode? 

Board mode is especially useful for:

  • Sales operations with a funnel

  • Attendances with multiple stages

  • Customer pipeline management

  • Scenarios with a high volume of simultaneous tickets

  • Teams that need a quick view of the progress of attendances

 

Feature objective 

To allow agents and teams to operate their attendances as a visual pipeline, facilitating:

  • Organization of tickets by stage;

  • Work prioritization;

  • Progress tracking;

  • Advancement of attendances throughout the flow.

 

Context 

This functionality is a direct evolution of the Folders feature. Folders remain the basis of organization — Kanban is the way to operate visually over this structure. 

In Board mode:

  • Each folder becomes a column;

  • Tickets are distributed among these columns;

  • Moving a ticket between folders represents advancement in the flow (e.g., stages of a sales funnel).

Important: To use Board mode, it is necessary to already have folders created. 

Also consult the article: Folders on Desk.

 

What changes? 

You now have a new way to visualize and operate your tickets, with more visibility and control over the flow. Now, on the attendance screen, it is possible to toggle between:

  • List — traditional view

  • Board — Kanban format view

The switch can be made at any time without losing context.

 

How does the flow work?

  1. Access Blip Desk normally through the URL used daily.

  2. If the functionality is enabled, you will see an initial communication introducing the Board mode.

  3. On the attendance screen, choose between:

    • List;

    • Board.

  4. Upon selecting Board, tickets will be displayed in columns:

    • An initial column called Inbox (unorganized tickets);

    • Other columns representing the created folders.

  5. Each column presents:

    • Folder name;

    • Number of tickets;

    • List of tickets.

  6. Tickets appear as cards with summarized information:

    • Contact name;

    • Time since the last interaction;

    • Status (e.g., “New”);

    • Ticket identifier.

  7. You can move tickets between columns using drag & drop.

    • → This represents the ticket's advancement in the flow.

  8. When clicking on a ticket, it opens in a side panel, where it is possible to:

    • View the conversation;

    • Send messages;

    • Transfer the attendance;

    • Close the ticket.

  9. It is also possible to create new folders directly through the “Create folder” button.

 

What remains the same? 

Board mode does not replace the current experience — it complements it. 

The following remain the same:

  • The List view remains available;

  • The ticket concept does not change;

  • Attendance rules remain the same;

  • Main actions remain available:

    • send messages;

    • transfer attendance;

    • close ticket.

  • Folders remain the basis of organization;

  • Access permissions have not been changed;

 

Known limitations 

As this is an initial Beta version, some functionalities are not yet available in Board mode. Among them:

  • Full view of contact data;

  • Metadata and advanced information;

  • Internal comments;

  • Access to more complete attendance details;

  • Other advanced actions available in the full ticket view.

Other limitations:

  • Board mode depends on already created folders;

  • It is not possible to reorganize the order of the columns;

  • There is no automation for movement between columns (movement is manual);

  • There are no pipeline metrics (e.g., time per stage, conversion, etc.);

  • The functionality may not be available to all customers;

  • Not yet available in the Desk App (web version only).

 

FAQ

1. Does Board mode replace the list view? 

No. It is a complementary alternative for organizing and operating tickets visually.

2. Do I need to configure anything to use Kanban? 

Yes. You need to have folders created, as they represent the columns of the board.

3. What happens if I don't have folders? 

The board will be limited, mainly displaying the Inbox column.

4. Can I toggle between List and Board? 

Yes. The switch is immediate and can be done at any time.

5. Do changes in Kanban appear in the List? 

Yes. Both views are synchronized.

6. What actions can I perform in Board mode?

  • View the conversation;

  • Send messages;

  • Add tags;

  • Transfer attendance;

  • Close ticket;

  • Move tickets between folders.

7. Are all Desk functionalities available in Kanban?

Not yet. Some advanced functionalities remain available only in the List view.

8. Can I create folders in Board mode? 

Yes. Use the “Create folder” button directly in the interface.

9. Does Kanban work like a CRM? 

No. It facilitates the organization of flows (such as sales), but it does not replace a full CRM.

10. Is there automation for moving tickets? 

No. In this version, movement is manual.

11. Is it available in the Desk App? 

Not yet. Only in the web version of Desk.

 

 

For more information, visit the discussion on the subject at our community or videos on our channel. 😃

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