How do I customize the Kanban board layout?

Last updated: July 17, 2026

You can customize both the layout of your Kanban board and the order of status columns to match your workflow preferences.

Adjusting the Kanban Layout

To customize the layout view of your Kanban board, click the slider icon in the top right corner of the issues page. From the Layout menu, you can:

  • Change the Sort setting to reorder issues within columns (e.g., by last response, creation date, or an SLA deadline)

  • Adjust the Card Preview to control what information displays on each issue card

Note: If you're using a shared view and save the Sort setting, it will update for all users who access that shared view.

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SLA sort and display options

You'll find these options in the Layout menu (the slider icon at the top-right of the issues page): under Sort by, under Columns in list view, and under Card Preview → Timestamp in board (Kanban) view.

When you sort issues by an SLA — or add an SLA to your Card Preview or list columns — each option tracks a different SLA clock:

  • Issue Response SLA — whichever response clock is currently running on the issue. This is the First Response SLA before your first reply, and then the Next Reply SLA each time it becomes your turn to respond again (follow-up SLAs are included too). The card shows "No response SLA" only when no response clock is running at that moment — for example, while you're waiting on the customer, or after the issue is resolved or closed. It is not limited to the First Response SLA.

  • Issue Resolution SLA — the resolution deadline for the issue. Shows a live countdown while the issue is open, or the resolved time once it has been resolved.

  • Next upcoming SLA — the single most urgent deadline across every SLA on the issue (response and resolution, issue- and team-level). Use this to always surface whichever SLA is due soonest.

  • Team Response SLA — the response deadline from the team SLA assigned to the issue. Available when Team SLAs are enabled.

  • Team Resolution SLA — the resolution deadline from the team SLA assigned to the issue. Available when Team SLAs are enabled.

Looking for the First Response SLA? Use Issue Response SLA. While an issue is awaiting your first reply, it shows the First Response countdown. Because this column also tracks the Next Reply SLA, a response countdown reappears whenever it becomes your turn to respond again. It reads "No response SLA" only when no response clock is running at that moment — for example, when you're waiting on the customer.

Customizing Status Column Order

To change the order of status columns:

  1. Navigate to Settings > Issue Statuses

  2. Drag and drop statuses to reorder them within their respective buckets

Note: Status columns can only be reordered within their same bucket type. For example, 'Closed' or 'On hold' statuses cannot be moved ahead of the default 'New', 'On you', and 'On customer' statuses.