Organize ticket worklists, Kanban boards and SLAs

Start from a focused worklist

Ticket worklists combine personal saved views, administrator-shared views and operational views such as My Open, Unassigned, SLA At Risk, Overdue, Recently Updated and Delivery Failed. Choose a view that answers a concrete question: what needs my response, what has no owner, or which outbound messages need recovery.

Filters and sorting run within your current ticket and Department permissions. A shared view never grants broader access. Empty results can therefore reflect the selected criteria or current access, rather than the absence of work across the organization. Review active filters before changing routing or recreating a view.

Saved filters can include ticket type. Use that distinction to keep Internal staff requests visible without implying they share customer-response SLA clocks.

Create a board around operational statuses

Kanban boards are shared within their tenant and workspace. An authorized administrator creates the board, selects its ordered status columns, filters and card fields. There is no automatically created default board. Each column queries its own authorized cards, and the board keeps its own card order.

Moving a card to another column changes the ticket's status, so it requires status-change permission and current access to the ticket. A stale board definition or ticket change can reject a move; refresh and review before trying again. Closed tickets may be reordered within their Closed column but cannot cross into another status through a drag.

Resolved is a transition rather than a durable column state. Resolving records the outcome and moves the ticket into the configured Closed status. If a status is disabled or remapped to Resolved, its board column is removed; a board with no remaining columns is archived.

Choose the deadlines that matter

An optional Department SLA policy defines first-response, next-response and resolution targets by priority. First response starts with creation; next response tracks accepted customer replies. Policies use 24/7 elapsed time, not business-hour or holiday calendars.

A response milestone is satisfied when the public staff reply is durably queued. This is intentionally different from provider acceptance or final delivery. A later delivery failure remains a separate operational incident. Monitor the Delivery Failed view alongside SLA views rather than treating a met response target as proof that the customer received an answer.

Automatic acknowledgements, delayed notices and internal notes do not count as human public responses. Configure AI actions and oversight with these core workflow boundaries in mind.

Understand pause, close and reopen behavior

Pending keeps active SLA clocks running. On Hold pauses active milestones and preserves their remaining duration. Returning from On Hold resumes them from that remainder. Resolve completes the resolution milestone and enters Closed. Closing directly ends the cycle with a distinct outcome; it does not fabricate a resolution event.

Reopening creates a new resolution cycle. A customer portal reopen also starts a next-response cycle. An internal staff reopen without a customer message starts resolution work but no response milestone until customer activity occurs. Messaging channels may instead create a new ticket after closure according to their channel policy.

These rules apply to external support tickets. Internal tickets do not run SLA clocks, including when moved to another Department or reopened.

Change policies without erasing elapsed work

Saving an SLA change creates a policy version. Administrators choose whether active tickets keep their current snapshot or a selected set migrates to the new version. Migration preserves elapsed active time and pause history; it does not restart every clock from the edit time. A shorter target can therefore become due immediately.

Configured escalation stages can notify internal recipients, raise priority or reassign through round-robin. Inspect the active milestone, due time and escalation history when diagnosing an overdue ticket. Check Department eligibility if reassignment cannot find an agent, and reply delivery when the timing is correct but an external send failed.