Recommended Kanban Boards for MSPs

You need to visualize your team's work quickly. Here are the Kanban boards we recommend for each team using TopLeft.

Two Types of Boards

There are two types of Kanban boards:

  • General boards- these have columns that track the progress of the work using generic columns that could be used for a variety of types of work (for example, both project work and helpdesk work)
  • Specialized boards- these have columns that track work through a single well-known workflow, and the columns could not be used for any other workflow (for example, your sales pipeline, or workflows for tracking periodic customer technology reviews or customer onboarding processes).

Most customers want to track work on general boards first, so the rest of the document will focus on general boards.

Starting with General Boards

The board filters and column setup will be similar or even identical between these boards, so first create one board and then use the Clone function to make the other boards. For instructions on how to create boards, including a short video, see the ConnectWise instructions or Autotask instructions.

Not sure what columns to create? Just start with this simple plan:

  • New - tickets start here
  • Ready - has gone through triage or project planning; ready for a tech to work
  • Waiting - next step is the responsibility of someone outside the team
  • Scheduled - next step happens at a known time in the future; nothing to do right now
  • In Progress - tech has started the ticket
  • Completed - done!

Service Teams

We recommend these two boards:

  • A ticket board with resource swimlanes- useful for the team lead and triage/dispatch to see how work is distributed in the team.
  • A ticket board with no swimlane option- useful for technicians to see their own work. They can use the Filter dialog to set the Technician filter to themself. To make this board, just clone the resource swimlane board and clear the swimlane option on the cloned board.

Other useful swimlane boards include Priority, ConnectWise Board, and Autotask Queue.

Project Teams

We recommend these boards:

  • A project board to show your entire high-level project portfolio.
  • A ticket (ConnectWise terms)/task (Autotask terms) board with project swimlanes- useful to see the details of project work all in a single pane of glass. Also technicians can use the Filter dialog to set the Technician filter to themself to see only their own project work.
  • A ticket/task board with resource swimlanes- useful for the team lead and project managers to see how work is distributed in the team. To make this board, just clone the project swimlane board and change the swimlane option on the cloned board.
  • A ticket/task board with phase swimlanes. This is used as the target of the drill-down option from the project portfolio board (the magnifying glass icon). Clone the board from the project ticket swimlane board, then change the swimlane option to Phase. Then in the project portfolio board, select this phase swimlane board in the "ticket board" (ConnectWise) or "task board" (Autotask) field. This adds a magnifying glass icon to the project cards that when clicked opens up the phase swimlane board showing only phases and tickets from the project you clicked.

 

  • 0 Users Found This Useful
Was this answer helpful?

Related Articles

Getting Credit for Referrals

TopLeft offers a referral program that reduces your own fees for each customer you refer. To read...

Configuring Ticket Callouts for Autotask

To complete your setup of TopLeft we advise enabling callouts to keep your ticket data as up to...

TopLeft Kanban Board Ideas for MSPs

Need inspiration for your TopLeft Kanban boards? Here are a few examples of Kanban boards that...

Getting Help

TopLeft can help you make great improvements to your workflows and we want to make sure the...

Accessing TopLeft

The easiest way to log into TopLeft is to click the link in the invitation email you received....