Kanban View
TL;DR
A board layout where tickets are arranged in columns by status, letting techs and managers see workflow at a glance and drag tickets between states.
Kanban (Japanese for 'sign card') is a visual workflow technique where each work item appears as a card, and cards live in columns representing process states. Drag a card between columns to change its status.
For a repair shop, a kanban view of tickets typically uses columns like Intake → Diagnosis → Awaiting Parts → In Progress → Ready for Pickup → Picked Up. Each ticket is a card showing the customer name, device, and a status pill.
Kanban is the right view for owners and managers running standups; list views are usually better for high-volume techs working a single status. Both should exist; the user picks per task.
Quick answers
When is kanban better than a list view?
When you need to see bottlenecks. If 15 tickets pile up in Awaiting Parts and the In Progress column is empty, that visual immediately tells you the parts ordering is the chokepoint.
Does dragging update the customer too?
Yes — when configured. Most shops automatically notify customers when a ticket moves to Ready for Pickup. Other status moves are silent unless you enable notifications.