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Within the use of Freshservice has anyone used the solution to track product backlogs for an IT team?  Initially considered creating a service request item called IT Backlog and would use this as a vehicle to capture work items.  These work items are operational in nature; not project work.  However, want to avoid these items to be governed by any ticket SLA.

For example, the SQL Administrator has a set of research tasks some of which he will work on now and others at some point in the future (date tbd).

Historically, the team has not made use of any agile type solution to track backlogs.

Curious if anyone has made use of the Freshservice solution to do so and if so, how.

Hello @Freddie_C, I think most would encourage you to use the Project module in freshservice as this is already configured to handle a “Backlog” type approach.

But if you are determined to use a “Ticket” as the entity to house the backlog then I would say you are on the right track using a Service Request. Then from there just build out the backlog as “Tasks” in that ticket. Freshservice has a “Tasks” view available that the agent could use to track their work. And to avoid any SLAs, you can segregate out these “Tickets” as a conditional in that SLA configuration making sure it doesn’t trigger the SLA.

Zach.  Appreciate the feedback and insight.  Will likely start with the Project module recommendation and run an exercise with a couple of team members.  Thanks and have a good day.

To track product backlogs for an IT team in Freshservice:

  1. Create a custom request type named "IT Backlog."
  2. Configure SLA settings for this type, ensuring no SLA governance.
  3. Customize request forms with fields like task description and due date.
  4. Define a workflow with statuses (e.g., "To Do," "In Progress," "Completed").
  5. Assign backlog items to specific agents or groups.
  6. Use automation rules for notifications or status changes.
  7. Utilize reporting and dashboards for insights.
  8. Train the team and communicate changes effectively
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