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Using task boards as support queues

Task boards handle support queues when columns represent ticket statuses and inbound emails create task cards automatically. Each email becomes a card, gets assigned to a team member, and moves through resolution stages. Here's how to configure the setup.

1. Create a support board. From the Tasks section, create a new task board or project dedicated to support. The board serves as the queue where all incoming tickets are managed.
2. Set up status columns. Configure columns to match your support workflow: New, In Progress, Waiting (for client response), and Resolved. Additional columns can be added for Escalated, On Hold, or any stages your team uses. Each column represents a ticket status.
3. Enable inbound email-to-task. Configure email forwarding so that inbound emails from clients create task cards automatically. Each email becomes a new card in the "New" column, with the email subject as the task title and the email body in the description. The sender's email is captured in the card details.
4. Assign cards to team members. New cards in the "New" column are assigned to team members manually or through automations. An automation can assign tickets based on conditions like task group, status, custom field values, or any other criteria you define. The assigned team member receives a notification and picks up the ticket.
5. Track resolution. As work progresses, cards move between columns by dragging. A card in "Waiting" signals that a client response is needed. Moving a card to "Resolved" closes the ticket. The board view shows every open ticket's status at a glance.
6. Add custom fields for SLA tracking. Custom date fields can track when a ticket was received and when a resolution is needed. A "Due by" field based on your SLA terms creates a visible deadline on each card. Overdue cards can be highlighted or filtered to prioritise urgent tickets.