Hi.

Apologies, but I’m not sure to understand or follow the issue you are reporting.

Could you please post both screenshots: One with the option you are using/expecting and one with the option that seems to be missing after the condition that triggers it (which I understand is Replying)?

I’m using the board functionality regarding incidents

When I answer an incident for the first time from within the incident in the board - I have these options

These options disapear after the first answer, so I can’t update the incident from within the board anymore - if I go to Listing i stead of Board I still have the options.

Is it more clear now?

//Luise

Hi.

Thank you very much for elaborating this.

Yes, it is clearer now.

As a matter of fact, I have confirmed this on my instance as well.

This is an interesting finding.

There is no information regarding that neither here:

Kanban board for Tickets & Service requests : Freshservice

Nor here:

Understanding Card and Table Views : Freshservice

I guess this is by design.

I could guess that this is priorize tickets and change the status of them, but seems to be defined to perform initial response and show the conversation.

This feature is still in Beta, so, I would recommend to submit a support case explaining the use case.

I would use the reply option as well even if the ticket already has conversations.

If support considers it a Feature Request, please submit it here:

Freshworks Ideas | Freshworks Community

And ensure to share the link in order to Vote. I would definitely vote for it.

Regards,

Thank you-  trying to create an idea now - but I can not see where to share the link for voting??

Luise

Kanban board functionality | Freshworks Community 

Hi.

Thank you very much for sharing.

Already voted.

Regards,