How Kanban Pro Works: Technical Overview

This article explains what happens under the hood when you use Kanban Pro. Read how ticket data is handled, how permissions are enforced, and how macros work on the board.

Does Kanban Pro update standard Zendesk fields or store anything separately?

Kanban Pro doesn't store ticket data separately or maintain its own database of ticket states. Any action you take in the app, moving a ticket between columns, changing status, updating tags, reassigning an agent, or replying to a customer — updates the underlying Zendesk ticket in real time.

In other words, when you move a card from "In Progress" to "Waiting on Customer," you're not just changing how the ticket looks in the app — you're updating the actual Zendesk ticket status field, the same as if you'd changed it in the standard ticket view.

Does Kanban Pro respect Zendesk group permissions and visibility?

Yes. Kanban Pro fully respects your existing Zendesk group permissions and visibility settings. Agents will only see tickets and boards according to the same permission rules already configured in your Zendesk instance. For example, restricting what a Support Engineering group can see versus what a Technical Support group can see.

In addition to Zendesk's native permissions, admins can further restrict access to Kanban Pro itself so that only a specific group of agents can use the app.

Can agents apply macros directly from the Kanban board?

Yes. Agents can apply macros directly in Kanban Pro. There's no need to leave the board and open the standard ticket view.

For details on how Kanban Pro affects triggers, automations, time tracking, and long-term maintenance, see Kanban Pro's Impact on Your Existing Workflows.