For many teams in Zendesk, sales and support often run on separate tracks. This can be a reason for creating gaps in visibility, slowing down workflows, and making it harder to maintain a unified view of the customer journey.
A practical solution is to use Kanban boards to manage both tickets and deals in a single interface. Boards can be created for different workflows and switched between as needed:
- Support ticket management (tracking ticket progress from new to resolved)
- Sales pipeline tracking (monitoring deals from initial contact to closed-won)
- Renewals and upsells (keeping visibility on ongoing opportunities)
- Post-sale follow-up processes (ensuring consistent customer engagement)
Each card on the board represents a ticket or deal and can be moved across stages with drag-and-drop. Views are fully customizable, allowing team members to focus on what’s most relevant to their work while keeping all activities in a single, visual workspace.
Do you think this approach could be useful for your team?