Threaded ticket replies and Epics for Scrum boards
Two features that teams have been asking for are now in WarmDesk: threaded replies inside helpdesk tickets, and Epics for Scrum projects.
Threaded replies in tickets
Ticket conversations can now branch into threads. Click the Reply button beneath any message to open an inline reply form directly below it. The reply is indented under its parent and displayed as part of the same conversation thread. Threads can nest to any depth, so a single ticket can hold multiple parallel sub-conversations without the messages running into each other.
What works the same
The main compose area at the bottom of the ticket still works exactly as before. Messages sent from there are top-level replies and trigger outbound email when the ticket has a sender address. File attachments are available in the main compose area; the inline reply form is text-only.
Private notes in threads
When you reply to a private (internal) note using the inline form, the reply automatically inherits the private status. No checkbox is shown β the reply is marked as an internal note server-side. This ensures that a staff-only conversation stays staff-only even when threaded.
Users with the Customer role cannot mark messages private and cannot see private notes in the thread.
Epics for Scrum projects
Epics give Scrum teams a layer above cards β named, colour-coded milestones that group related cards together across multiple sprints.
Managing epics
Open the β‘ Epics view from the board toolbar (visible on Scrum projects). From there you can:
Create an epic with a name, optional description, and a colour.
Set the status to Open or Done.
Reorder epics by dragging the β Ώ handle.
Expand an epic (click βΈ) to see its cards inline β click any card to open the full detail.
Assigning cards to epics
Open a card and select the epic from the Epic dropdown in the card detail. The assignment saves immediately. A card belongs to at most one epic.
Cards on the Kanban board display a thin colour bar across the top and a small epic name badge when they belong to an epic, making it easy to see which theme a sprint is carrying at a glance.
Backlog integration
The Product Backlog view shows each cardβs epic badge alongside the sprint selector. A filter dropdown in the backlog header lets you narrow the view to:
All epics β the default view.
No epic β cards that have not been assigned to any epic.
A specific epic β to focus on one milestone at a time.
Drag-to-reorder still works in filtered mode; the position is saved within the full backlog, not just the filtered subset.
Epic Burndown chart
A new Epic Burndown tab appears in the charts view for Scrum projects. Select an epic from the dropdown to see:
Remaining cards per day from epic creation to today.
Remaining story points per day (when cards carry story points).
An ideal burndown line showing the straight-line path to zero.
This makes it straightforward to answer questions like "is this feature on track?" without having to count cards manually.
Sprint Report
While it is not part of the Epic feature itself, the same release adds a Sprint Report to the charts view. Select any sprint to see:
A summary bar: committed cards and story points, completed cards and story points, and a completion percentage.
A Completed table (green) listing every card that was closed during the sprint.
A Not Completed table (amber) listing cards that were carried over, with the column each card was left in.
The Sprint Report is the primary tool for sprint retrospectives β it answers "what did we ship?" and "what did we not ship, and why?" without having to search through the board history.
Upgrade
Both features are part of WarmDesk v0.10.37. Database columns for epics are added automatically on first boot via GORM AutoMigrate β no manual migration required. Existing tickets and Scrum projects are unaffected: threaded replies are opt-in per message, and cards are not assigned to any epic until you do so explicitly.
Download from the download page or pull the latest release tag.