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Kanban Board in Desk

  • Updated

Index:

  1. What is the Kanban Board in Desk?
  2. When to use Board mode?
  3. Purpose of the feature
  4. Context
  5. What changes?
  6. How does the flow work?
  7. What stays the same?
  8. Known limitations
  9. FAQ

 

What is the Kanban Board in Desk?

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

With it, you can view your service tickets as a pipeline, track ticket progress, and move them between stages easily using drag & drop.

 

When to use Board mode?

Board mode is especially useful for:

  • Sales operations with funnels;

  • Services with multiple stages;

  • Managing customer pipelines;

  • Scenarios with high volume of simultaneous tickets;

  • Teams that need a quick view of service progress.

 

Purpose of the feature

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

  • Organization of tickets by stage;

  • Work prioritization;

  • Progress tracking;

  • Advancing services along the flow.
     

Context

This feature is a direct evolution of the Folders feature.

Folders remain the organizational basis — Kanban is the way to visually operate on this structure.

In Board mode:

  • Each folder becomes a column;

  • Tickets are distributed among these columns;

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

Important:
To use Board mode, you must already have folders created.

Also see the article: Folders in Desk

 

What changes?

The main change is the introduction of a new way to view tickets in Desk.

Now, just below the title “Services”, the agent has a selector to switch between two viewing modes:

  • List — the traditional view, still fully available

  • Board — new Kanban-style view

And when clicking on the Service menu, a second level opens to select the viewing option.

 

How does the flow work?

  1. The agent accesses Blip Desk normally through the usual daily URL.

  2. For users with the feature enabled, an Appcues notification will appear, presenting Board mode (Kanban) and its purpose.

  3. On the service screen, just below the title “Services,” the agent can switch between viewing modes:

    1. List (traditional view)

    2. Board (new Kanban view)

  1. When selecting Board mode, tickets are displayed in columns:

    1. An initial column called Inbox, with tickets not yet organized

    2. The other columns represent the created folders

  1. Each column displays:

    1. Folder name

    2. Number of tickets (counter)

    3. List of associated tickets

  2. Tickets are shown as cards with summarized information, such as:

    1. Contact name

    2. Time since last interaction

    3. Status (e.g., “New”)

    4. Ticket identifier

  3. The agent can move tickets between columns easily using drag & drop. This action represents the ticket’s progress in the flow (e.g., stage change in the funnel).

  1. Clicking on a ticket opens the service in a side panel without leaving the board view. In this panel, the agent can:

    1. view the conversation history

    2. send messages

    3. transfer the ticket

    4. close the service

  1. The agent can also create new folders directly in Board mode using the “Create folder” button, adjusting the flow as needed.

What stays the same?

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

The following remain the same:

  • List view remains available;

  • The concept of tickets does not change;

  • Service rules remain the same;

  • Main actions remain available:

    • sending messages;

    • transferring service;

    • closing tickets.

  • Folders continue to be the organizational base;

  • Access permissions have not changed;

 

Known limitations

As this is an initial Beta version, some features are not yet available in Board mode.

Among them:

  • Full contact data view;

  • Metadata and advanced information;

  • Internal comments;

  • Access to more complete service details;

  • Other advanced actions available in the full ticket view.

Other limitations:

  • Board mode depends on already created folders;

  • Cannot reorder the columns;

  • No automation for moving between columns (movement is manual);

  • No pipeline metrics (e.g., time per stage, conversion, etc.);

  • The feature may not be available to all customers;

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

 

FAQ

  1. Does Board mode (Kanban) replace the list view?

    No. The list view remains fully available. Board mode is a complementary alternative to organize and manage tickets more visually.

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

    Yes. You need to have folders created because they represent the board columns. If you do not have folders yet, check the reference material: Folders in Desk

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

    In that case, the board will be limited — mainly showing the Inbox column. To fully utilize Kanban, it is recommended to create folders.

  4. Can I switch between List and Board anytime?

    Yes. The switch is immediate and can be done anytime without losing context.

  5. If I move a ticket in Kanban, does it reflect in the list?

    Yes. The two views are synchronized: changes in Kanban appear in the List and vice versa.
     

  6. What actions can I perform in Board mode?

    In Kanban, you can perform the main service actions, such as:

  • view the conversation
  • send messages
  • add tags
  • transfer the ticket
  • close the service
  • move tickets between folders (drag & drop)

  1. Are all Desk features available in Kanban?

    Not yet. Some more advanced features are not available in this initial version. If needed, you can switch to List mode to access those features.

  2. Can I create folders directly in Kanban?

    Yes. You can create new folders directly from the board interface using the “Create folder” button.

  3. Does Kanban work as a CRM?

    No. This is an evolution of the Desk experience to facilitate workflows (such as sales), but it does not replace a full CRM.

  4. Is there automation to move tickets between columns?

    No. In this version, movement is entirely manual.

  5. Is Kanban available in Desk App?

    No. The feature is currently only available in the web version of Desk.

  6. Who can use Board mode?

    The feature is available to all customers with Desk.
     

Need more help? Explore our content at Blip Academy or Blip Community, watch tutorials on our YouTube channel or ask questions in our support channel 😃

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