IT & Tech – Issue Tracking

For those looking to set up a workspace or a task board for the support team, item categorization is key. Thus, to achieve the best results in Teamhood, we recommend support teams use the Kanban view.

Here, the team can easily categorize all the support tickets based on urgency, client, and progress.

Categorize by Urgency

First up, use the Kanban rows to define the support levels available. If you do not use different support levels, you could instead define the Time to respond (TTR). Thus sorting the tickets from the most to least urgent. To add even more control over the items, assign a final due date to each based on the TTR.

For the board structure, a good rule of thumb is to place the most important tickets at the top and go down in urgency with each row.

You can see such a structure in our example board:

1. Critical 1-8 Hours TTR
2. High 1-2 Days TTR
3. Medium 3-5 Days TTR
4. Low (move to general planning)

The last row says to move the item to general planning. Use this to keep your support board free of long-term client requests that can be addressed when it is most convenient for the team.

Categorize by Progress

Next up, add statuses to the Kanban view. This way, you can easily track the status of each individual ticket and understand the overall progress.

You can edit the statuses (columns) here Settings -> Workspace -> Boards -> Workflow.

We suggest you group the statuses by their stage – Input, Work in progress, and Output. And then expand each of these stages into more specific steps your team uses. In the live example, we have the following process:

1. Input
   • New Issues
   • L1
   • L2
2. Work in progress
   • Resolution
   • Acceptance by Requestor
3. Output
   • Resolved

Categorize by Clients

Lastly, use Tags to categorize all items (support tickets) by clients that have requested them. You can create tags right on the item card by typing in the new name or selecting from the ones already available.

This way you will be able to sort or filter the Kanban view by tags.

To sort the Kanban view, go Customize -> Group By -> Tags. You will see all the items grouped in rows based on their assigned tag.

To filter the Kanban view, go to Filter -> Tags. You will only see items that have the selected tag as long as the filter is active.

Alternatively, you could use tags to mark issue areas. And then use the information to identify the most problematic areas of your product/service.

Performance Metrics

Lastly, take advantage of the built-in Performance metrics to track your team’s throughput. This way, you will be able to better predict how well the team can handle a certain number of tickets and know when additional hands are necessary.