When to use it
- You want to see tickets on a board (Kanban) instead of a list
- You want columns with your own statuses (e.g.: Triage, Under review, Waiting on customer, Done)
Where to find it
On the "Tickets" screen, in the upper right corner of the list, there is a pair of buttons: "Lista" (List) and "Kanban". Click "Kanban".
The Kanban button only shows up when the list has no advanced filters and no saved folder applied, and outside the "Menções" (Mentions), "Participando" (Participating) and "Não atendidas" (Unattended) views. If you can't see it, clear the filters and go back to the default Tickets view.
The native statuses are fixed
Ticket statuses cannot be renamed or extended:
| Status | Use |
|---|---|
| "Aberto" (Open) | Ticket in progress |
| "Pendente" (Pending) | On hold, waiting for an internal action |
| "Adiado" (Snoozed) | With a date/condition for automatic reopening |
| "Resolvido" (Resolved) | Closed |
When you group the Kanban by "Status", the board shows exactly these four columns.
There is no way to create custom ticket statuses. For stages of your own, use the custom attribute path below.
How to create your own columns
The Kanban groups by a conversation custom attribute of the List type — each value in the list becomes a column.
Step 1 — Create the attribute
- Go to "Configurações → Atributos Personalizados" (Settings → Custom Attributes).
- Click "Adicionar atributo personalizado" (Add custom attribute).
- Fill in:
- "Nome para exibição" (Display name) — the name that appears in the Kanban selector (e.g.:
Etapa do atendimento) - "Aplica-se a" (Applies to) — select "Conversas" (Conversations)
- "Tipo" (Type) — select "Lista" (List)
- "Listar valores" (List values) — type each stage and press Enter (e.g.:
Triagem,Em análise,Aguardando cliente,ConcluĂdo)
- "Nome para exibição" (Display name) — the name that appears in the Kanban selector (e.g.:
- Click "Criar" (Create).
The type has to be "Lista" (List) — attributes of the "Lista Múltipla" (Multiple List) type do not appear in the Kanban selector. And it has to apply to "Conversas" (Conversations): "Contato" (Contact) attributes are not offered.
Step 2 — Group the board by it
In the Kanban view, in the "Agrupar por" (Group by) field, switch from "Status" to the name of your attribute. The columns then become the values of your list, in the order in which they were registered.
Step 3 — Classify the tickets
The value is filled in on the ticket, in the conversation attributes panel (right sidebar). You can also fill it in automatically through Automations and Macros.
Limits and behaviors
- Column order — follows the order of the values in the attribute. To reorder, reorder the values in Settings → Custom Attributes.
- "Sem valor" (No value) column — tickets without the value filled in fall into an extra column, which only appears when there is something in it.
- Up to 20 columns — values beyond that do not become columns.
- 25 tickets per column at a time, with "Carregar mais" (Load more) at the bottom. The counter at the top shows the real total.
- Global filters (inbox, team, assignee, tags) apply to all columns.
The Kanban is read-only: you cannot drag a card between columns or change the status from the card. Click the card to open the ticket and change it there.