Overview
Internal Tasks allow you to manage your team's workload effectively by assigning tasks related to customer tickets. These tasks can be assigned to individual agents or teams, ensuring seamless collaboration and resolution tracking. You can also have 2 way communication between agents here.
Features
1. Create Internal Tasks
Quickly create internal tasks linked to a customer ticket.
Use these tasks to break down work and distribute responsibilities among team members.
2. Flexible Assignment
Assign tasks to:
A Specific Agent: Directly allocate responsibility to an individual.
A Team: Share responsibility with a group to ensure quicker resolution.
3. Label Inheritance
Optionally copy labels from the parent customer ticket to the task for better context and categorization.
4. Parent-Child Navigation
Navigate easily between a task and its associated customer ticket.
From the Task Header, view the details of the Parent Customer Ticket.
From the Customer Ticket's Right Panel, view and manage all associated internal tasks.
5. Trackable Analytics
Leverage new metrics to track team performance and task progress:
Total Tasks Created: Keep count of tasks generated for better workload estimation.
Total Tasks Closed: Monitor task closures for insight into resolution efficiency.
Tasks Created via Chat Stage: Measure the number of tasks initiated from the chat stage for specific analysis.
Tasks Closed Grouped by Agents: View task closures by individual agents to identify top performers and areas needing support.
How to Use:
Creating an Internal Task
Open a customer ticket.
Click the Task button.
Fill in the task details:
Title
Stage
Assignment (Agent or Team)
Label (Optional: Inherit from the parent ticket)
Create the task. It will now appear in the assigned agent/team’s task list.
Navigating Between Tasks and Parent Tickets
Use the Task Header to access the associated customer ticket.
From the Customer Ticket’s Right Panel, view all associated tasks and navigate between them.
Monitoring Task Metrics
Access the Helpdesk Analytics Dashboard to view metrics:
Tasks created and closed.
Tasks generated from chat interactions.
Closure performance by individual agents.
FAQs
1. Can I edit an internal task after creating it?
Yes, internal tasks are just like other tickets, except the name you change stage, labels and agent.
2. Can labels be manually changed after inheriting them from the parent ticket?
Yes, you can add or remove labels in the task after inheriting them.
3. Are internal tasks visible to customers?
No, internal tasks are strictly for internal use and cannot be accessed by customers.
4. Can I create multiple tasks for one customer ticket?
Absolutely. You can create as many internal tasks as required for a single customer ticket.
For further assistance or to raise feature requests related to Internal Tasks, please contact [email protected].