One of the first applications of the Kanban method in the IT industry was with support teams. The reason is clear – such teams need to be extremely flexible due to the unpredictable arrival of work, they need to be able to quickly determine priorities and they must strictly track how much time each item takes to complete.

The Kanban method has been tried out in the support domain with amazing results and a lot of teams nowadays consider it as the de facto standards to address change requests or defects. Below is a sample implementation of a Kanban project for support teams that you can implement yourself or enhance as required.

Support Kanban Board Structure

Support Board rework

The most updated version of the Custom Support Scenario using Kanban can be found in the dedicated article in our Resources section.

Go to an updated article on how to do Customer Support with Kanbanize. 

Looking for Kanban board examples for other kinds of departments? Check out our free templates:

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6 thoughts on “Kanban for Support Teams

  1. rajani Manoj

    I belong to a production support team and need to know how can i use Kanban for my team and what are the costs/additional setups that would be required by me/my organisation to make this up and running.

    Reply
  2. suraj

    I belong to a production support team and need to know how can i use Kanban for my team and what are the costs/additional setups that would be required by me/my organisation to make this up and running.

    Reply
    1. Alex Novkov

      Hi Suraj,
      In order to answer your question precisely, we need to learn a bit more about your team and work process. I’ve passed your contact to one of our customer success managers. He’ll be more than happy to learn about your specific needs and help you find the best solution for you. We’ll leave you a message soon with an invitation for a call.
      Cheers,
      Alex

      Reply
  3. Bhanu

    In our support team we have different types of work items which goes through different stages. So there is no identical column for these work items. In such cases how do we put WIP limits?

    Ex Set of Work Items go through X/Y/Z and Next set of work items go thru A/B/C.. How do we visualize the work items on board and how to set wip limits

    Reply
    1. Alex Novkov

      Hi Bhanu,
      Thank you for your question. It is a complex case with multiple solutions that our customer success team will gladly discuss with you in order to identify the best option for your team.
      Please expect them to contact you at the email address that you’ve provided.
      Cheers,
      Alex

      Reply

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