Working with Tickets

Ticket Cards

Each ticket appears as a card in the column matching its field value. Cards display all key metadata at a glance: subject, status, priority, assignee, type, tags, and custom fields.

The ticket count for each column is shown in the column header.

Tag boards are many-to-many — a ticket with multiple tags appears in every column whose tag it carries.

Loading Tickets

Tickets load in two phases:

The board renders a skeleton or spinner while the first page of tickets fetches.
Up to 30 tickets per column are shown initially.

If a column has more than 30 tickets, a Load More button appears at the bottom. Each click fetches the next page of results with a loading indicator.

Hover for Quick Details

Hover over any ticket card to open a Quick Detail Card — a lightweight preview of the ticket’s properties without navigating away from the board.

Opening the Detail Panel

Click any card to open the full Ticket Detail Panel on the right. You can scroll through properties, view the full conversation, and distinguish public replies from private internal notes.

Drag and Drop

Drag any ticket card to a different column to update its underlying field in Freshdesk. For example, dragging a ticket to the Resolved column sets its status to Resolved — no page loads required.

Visual Feedback

While dragging, a ghost preview of the card follows your cursor and the target column highlights to confirm it’s a valid drop zone.

Tag Boards

Drag-and-drop is disabled on Tag-type boards. A visual indicator explains why.

Dropping on the Same Column

Dropping a ticket on its own column has no effect — no API call is made and the board is unchanged.

Updating Ticket Properties

Open the Ticket Detail Panel by clicking a card, then edit any field directly:

Core properties — status, priority, type, custom fields
Assignment — agent and group

Changes are saved to Freshdesk immediately. The ticket card on the board updates to reflect the new values without requiring a reload. If a card’s field value changes to match a different column, the card moves to that column automatically (e.g., reassigning an agent on an agent-axis board).

Handling Errors

If a property update fails, an error notification appears and the field reverts to its previous value. Successfully saved fields remain updated.

Need Help?

Email us at support@taroo.in and we’ll respond within one business day.