TeamSupport very often crosses over into the realm of Project Management when there are multiple steps or actions that need to be taken and managed regarding Tickets, Customers, Contact, Products, Users, and Groups. The Tasks feature allows TeamSupport users to assign and track multiple Tasks for other users or themselves. Tasks can be “open” or associated to Tickets, Customers, Contacts, Products, Users, Groups. This way a single person, like a Project Manager or a Ticket creator, can assign various Tasks out to other users at any time. Furthermore, you can create 1 layer of Subtasks for your main Task. This allows you to add further granularity and organization to your Tasks. There is not a limit to the number of Tasks or SubTasks that can be created. Tasks can be setup with Reminder Dates and Due Dates so that deadlines are not missed.
Here are some ideas for Tasks:
- Ticket Collaboration: When working on a ticket, it’s common for support to involve other team members to participate in the resolution, while not losing visibility and ownership of the ticket. Add tasks for multiple people right on the ticket, and assign them individual due dates and reminders to help everyone stay in sync and provide a great customer experience.
- Customer Check In: It’s important for support teams to proactively check on customers they’ve helped in the past. It’s an excellent way to build rapport and strengthen the relationship. By creating a task to check in some time in the future, the support team can easily stay focused on the busy day to day ticket management, but also make time to take a moment and conduct proactive outreach that may not be related to an active issue. Just checking in to say hello goes a long way.
- Approvals: Ask for approval on a Ticket or Product by assigning a Task to the Approvals User or Group.
- Documentation: If the result of a ticket means that your documentation should be updated, ensure this happens by creating a Task for your Documentation Group.
- Software Releases: If a bug is reported, there are multiple Users and Groups who would need to take action on a the ticket in order for it to be released.
Tasks are related to these other areas of TeamSupport:
- Associations can be made for the following areas: Tickets, Customers, Contacts, Products, Users, Customer Activities, and Groups. See below for more information on Associations.
- Email Templates: There are several Email Templates that work with Tasks. These include templates for Task reminders, if someone else updates your Task, if someone else assigns you a Task, if someone else completes your Task, and when someone takes ownership of your Task.
- Search: There is a “Tasks” checkbox in the Search section that allows you to search through the title and the body of the task.
- Reports: There is a Task table in Reports that will allow you to report against Tasks.
- Ticket Cloning: When you Clone a Ticket, the Tasks will also be cloned. The Tasks will be separate and will be associated with the new Ticket. If the Tasks were associated with other objects such as Group and Customer, those associations will remain.
Tasks can be found on the left hand navigation of your TeamSupport window. Two counts will be listed on the left hand navigation. The count of your overdue Tasks will be listed in red, followed by your total open tasks.
Let’s look at the tabs along the top first:
- My Tasks: Lists all of the Tasks that have been assigned to you. Other TeamSupport users may assign tasks to you.
- Assigned Tasks: Lists all of the Tasks that you have assign out to other people. This area allows you to manage other users Tasks and manage projects that you may be in charge of.
- Completed Tasks: A repository of Tasks that were assigned to you which you have marked as “complete”.
Additionally you have the following buttons along the top:
- Refresh: Allows you to manually refresh your lists of Tasks.
- + New Task: Click this button to create a new Task. There is not a limit to the number of Tasks that can be created. This can be changed later.
Finally, you have the following fields in the Task grid:
- Checkbox: The checkbox allows you to complete a Task. Any Task that you complete, whether it was assigned to you or to someone else, will appear in the “Completed Tasks” Tab. When you complete a task, you have the ability to add an optional note with additional information regarding the completion of the Task. This comment along with the date of completion is stored in the Task info. You can always reverse the completed Task by unchecking the box. If your Task has Subtasks, all of your Subtasks must be completed before you can complete the main Task.
- Name: Give your Task a name – this is a required field.
- Due: You may optionally indicate a Due Date for the task. The assigned User will receive an email on the Due Date. The grid also sorts first by Due Date. * Due Dates appear on theCalendar: with purple text.
- Reminder Date: You may optionally indicate a Reminder Date for the task. The assigned User will receive an email on the Reminder Date. The grid also sorts by Reminder Date if a Due Date is not present.
- Associations Toolbar: To integrate the Task into other areas of TeamSupport, you may associate the Task with a Ticket, User, Company, Contact, Group, or Product. Each of these ares will have a Tasks tab which allows you to see Tasks associated with these areas.
- Associate Ticket – Search by either name or number to associate a ticket. This will cause the Task to display on the right hand side of the ticket.
- Associate User – Associating a user will cause the Task to appear on the Tasks page of the User section for the associated User. Email notifications are not sent to associated Users. You may want to associate a Task to a User if they need to be aware of the Task, but do not necessarily need to take action – like an Account Manager.
- Associate Company – You can associate a Company to a Task. Currently, there is not a tab available under the Company section. This will be added soon.
- Associate Contact – Associating a Contact will cause the Task to display under the Tasks tab in the Contact section.
- Associate Group – You can associate a Group to a Task. Currently there is not a Tasks tab under the Group section. This will be added soon.
- Associate Product – (Enterprise Only) You can associate a Product to a Task. Currently there is not a Tasks tab under the Products section. This will be added soon.
Tasks in this grid are sorted first by Due Date, then Reminder Date, then the date the Task was created.
Click here to learn more about updating and managing Tasks.
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