Why Kanban Board View in Horilla HRMS Help Desk Is a Game-Changer
If you’ve ever managed support tickets through a plain list view, you already know the problem. Everything looks the same. A “New” ticket sitting untouched for three days looks identical to one that was just submitted five minutes ago. There’s no visual weight to anything. You end up relying on memory or manual checking to figure out what needs attention — and in a busy HR environment, that’s a recipe for things slipping through.
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That’s exactly why the Kanban board view in Horilla HRMS’s Help Desk module is worth talking about.
What the Board View Actually Shows You
When you switch from the list view to the card/board view in the Tickets section, everything gets reorganized into columns: New, In Progress, On Hold, and Resolved. Each ticket becomes a card sitting inside the column that matches its current status. At a glance, you can see how many tickets are in each stage and where work is piling up.
Take the example from Horilla’s demo. There’s a “Payroll Inquiry” ticket sitting under the New column.
In the list view, that’s just one row among potentially many.
In the board view, it’s a card with the owner’s name, a priority rating, and a clear visual position that tells you: this hasn’t moved yet. That context matters.
The Practical Value of Columns
The reason Kanban works well for ticket management is the same reason it works well in software development, manufacturing, and any other process with distinct stages — it makes the flow of work visible.
When a ticket moves from New to In Progress, someone on the team has picked it up. When it’s sitting in On Hold, there’s likely a dependency or a waiting period involved. When it reaches Resolved, the loop is closed. Without this visual structure, you’re reading through statuses in a table. With it, you’re seeing the whole picture at once.
For HR teams specifically, this is useful in a few ways. HR-related tickets — payroll questions, leave clarifications, policy inquiries — often involve multiple people or need to be forwarded to the right department. Horilla’s ticket fields include things like “Forward to” and “Assigned to,” which become easier to track when you can see how many tickets each person or department is currently holding in each stage.
Suggested Tickets and the Workload Question
One tab that stands out in Horilla’s ticket view is “Suggested Tickets.” In the demo, it shows 1 suggested ticket — more than what’s currently in “My Tickets” or “All Tickets.” This is essentially the system surfacing tickets that may be relevant to you based on your role or department.
With a board view, that suggestion list becomes more actionable. You can immediately see where you’d be slotting in if you took one of those tickets. Is the New column already crowded? Is someone’s In Progress pile getting large? These are questions the board answers without you having to dig for them.
When the List View Still Makes Sense
To be fair, the list view isn’t without its uses. If you’re looking at a large volume of tickets and need to sort or filter by a specific field — like ticket type or the forwarded-to department the list is easier to work with. It’s also better when you need to bulk update statuses or export data.
But for day-to-day triage and monitoring, the board wins. It’s the difference between reading a status field and seeing a status. Small difference in phrasing, large difference in practice.
Ticket management in HR isn’t just about resolving issues quickly; it’s about making sure nothing gets forgotten, no employee feels ignored, and no inquiry falls into a gap between departments. A board view doesn’t solve all of that on its own, but it gives your team a shared, honest picture of where things stand. That shared visibility is what good process management is built on.
Horilla’s Help Desk module gives you both views for a reason. Use the list when you need precision. Use the board when you need clarity. Most of the time, when you’re starting your day and figuring out what needs attention, clarity is what you actually need.
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