The board shows your organisation's open tickets as cards in columns, so you can see the whole queue at once and move work around by dragging. To open it, select Board in the Support Tickets menu on the left. Closed tickets are never shown on the board.

The switch at the top of the board, next to the Support Tickets title, chooses between two ways of laying the cards out: Team and Status. The board remembers the view in the page address, so a refresh or a link you send a colleague opens the same view.

The Team view

The Team view has one column for tickets nobody has picked up yet, called Unassigned, followed by one column for each member of the support team, with your own column first. The small coloured counts under each name show how many of that person's tickets are new, in progress, waiting on the customer and so on.

Dragging a card into another person's column assigns the ticket to them, and they are sent an email to say so (unless the column is your own). Dragging it into Unassigned takes it off whoever had it.

The Status view

The Status view shows one person's open tickets, with one column for each status: New, Open, In Progress, Waiting on User, User Responded, Hold and Feature Request. It starts on your own tickets. To look at somebody else's, choose them in the Assignee box beside the switch; choose Unassigned to see the tickets nobody has yet.

Only tickets that still need work appear here. A ticket carrying the older Resolved status still shows in the Team view but not in the Status view, because Resolved counts as finished.

Dragging a card into another column changes the ticket to that status. Moving a ticket here does not reassign it; use the Team view, or the ticket itself, for that.

Working on several tickets at once

Select Select multiple, then click the cards you want. Clicking a card now selects it rather than opening it. Select Done selecting when you have finished.

• In the Team view, dragging one of the selected cards to a person's column assigns all of the selected tickets to them.
• In the Status view, dragging one of the selected cards to a column changes the status of every selected ticket. The board asks you to confirm before it does this. To undo it, drag each card back to the column it came from; every change is also recorded in the ticket's activity log.
• The bar at the bottom of the screen lets you assign, merge or close the selected tickets without dragging.

Closing a ticket from the board

Drag a card onto the Drop here to close ticket area at the bottom of the board. A dialog asks you to confirm and whether to send the customer the closing email. If the customer wrote last, you are asked for a closing message or a reason. Both views have the same close area.