Agent Roundtable III: Being a Good Team Member in Customer and IT Support
Is there a way to change the order of tasks in the Next Gen Project Management tools?
My techs would also like to be able to do this. There doesn’t seem to be a way to change the order.
I’ve had a response from Freshworks, they have passed this on to the development team to look at.
After looking further afield at PM software, it looks like an oversight to not include a fundamental option to be able to reorder tasks. Moving tasks should be a basic action accomplished through drag and drop or through a dialog where you tick a box and then select move.
Having spent no small amount of time trying to find a way around this in Freshservice it is clear you must nail the creation of your project at the point of creation or start again each time.
I have found that if you add a new task in list view you can move to board view and then drag the task up the list and it should then show in the list view in the new location.
The problem with this is that if your board view is filled with tasks, trying to drag it around to fit in where you need it is at best laborious and onerous. I gave up in the end using this method.
I want to use the new PM tools - they look to be just what we need; they also will save an investment in an alternative solution.
Sadly, until this is solved, I cannot use these tools and cannot recommend them to my team. This is a real problem for us, we invested in Freshservice on the back of the whole platform this one part not working as one would expect is a letdown.
Yes I agree it makes it very difficult. I am now trying to use the test cases and runs and am finding some other issues. The training and documentation is limited so it makes it trying to figure out how to leverage it.
Thanks for replying, I was starting to think it was me 😲
This could be so powerful and a real game changer for us.
If you don’t mind and have the time, I would be curious to see what other issues you are finding.
The documentation is all but non-existent, again this is a shame.
Well as you state the documentation is dismal and training is a joke there really are no substantive videos available. I have been trying to figure out how to use the test cases, test runs and haven’t even begun to tackle tying items to changes or bugs.
I can’t figure out how to edit the project templates. I can create them but how do you modify them? I think it would be beneficial to create test case templates or at least be able to copy them as well as runs.
Not being able to assign a task to multiple agents is an issue. this is just a few to get started.
Now dashboards - why can’t we report on both project tasks and tickets, changes etc. This is true resource allocation...it’s very hard to understand the time allocated to each of our resources.
Also why can’t you display the dashboard on a intranet or email it to Executives? why do they have to have an account?
Amazing - I had not even gotten as far as these items.
Though I did hit a wall on assigning a task to multiple agents an issue, again thought it was me.
Sharing dashboards too with an executive team was on my list of things to investigate.
On my list to investigate is the opportunity to invite a guest to have a view only of a project. How can you get an owner or stakeholder to see progress if you cannot invite them to view the project without a full license?
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