Kanban Guide
← Back to FAQ

What Is The Kanban Ticket System?

For support teams, there comes a time when the number of customers and users begins to grow exponentially, necessitating the need to scale. A

Kanban ticket system can help support teams manage customer requests and issues in a structured and organized manner. As a result, the support team can deliver faster fixes, updates, and responses to customer requests.

A Kanban ticket system functions through the use of a Kanban board. It works through the integration of emails and cards that customers or internal users use to communicate their various requests.

A typical Kanban board ticket process is as follows:

  • New requests: Here the customers have submitted their requests where it is then integrated into the support team’s Kanban board and workflow.

  • Request feedback: When a customer submits a request to the support team’s Kanban board, the support team responds to the customer’s request.

  • In progress: When a customer ticket reaches the “In Progress” column, this means that it has been assigned and passed on to a team member for resolution.

  • Additional support: If the ticket requires additional resources or support, it may be moved into this column. Who provides additional support to these requests will be determined by the team’s established workflow and practices. 

  • Waiting on the customer: When a customer is yet to provide feedback, the support team places a card here while they wait for a response. When they resume working on the request, they place the card back in the “In Progress” column.

  • Done: Moving a ticket to the “Done” column indicates that a task has been completed.