I think that it would be very useful to have the Dispatch'r to attach a to-do list to tickets when they are first created. Right now we add it to the text within the ticket but that is very clumsy.
Closed for Voting
Add ability to create "to do" list to ticket?
A lot of routine requests come in that require following steps or "to-dos" that anyone on the support team can jump in and complete. For example, Steps for creating a new account on the domain or new hire. When this type of request comes in this feature would be phenomenal! Import the list of To-Do's into the ticket and the entire team can chip in and check the box when the task is complete.
So - To Do Lists within tickets or at the helpdesk level were added at some point, as you can see on the tickets.
It would be highly usable to extend this feature to allow for saved To Do lists as described in this feature request. As noted, there are many things that are repeated in our industry. For example, we have task lists for setting up the development area of a website - or for terminating an employee for a particular company - or for setting up all of the various accounts a new employee will need, based on each company we support, etc.
Adding To Do items as one-offs is not useful to this end. At this point I've created an Asana account and just create a single task list item in the ticket that says to complete the Asana task list - bit this is neither very efficient nor inclusive.
Sure would be great to see an update to this request with some additional plans to expand on this feature..
Totally agree - some way to have todo list at ticket level , with due date would be good, this would then be shown as an alternative view, rather than os tickets have os todo items ticket description etc.
As a final step Some gant type dependance to release next stage of todo onticket/todo task completion would be awesome!
As a final step Some gant type dependance to release next stage of todo onticket/todo task completion would be awesome!
Hey Freshdesk - any comments on this? Seems like (even if not expressed here) MANY companies have repeatable tasks that have to be done (send RMA info, assign item to be returned, mail package) or (create user, set password, configure mailbox) or whatever series of repeat things like that.
Would really be great to have this show up at some point. Any thoughts on the development side?
+12Folks,
The workflow can be complimented by the usage of Parent-Child ticketing wherein you would be able to create tickets for different tasks. To read more about the feature, please check on Parent Child ticketing
Cheers!
+3@Aravind S; The Parent-Child tickets works great, however it would be a very big enhancement if it was possible to add reminders (date + time) to the todo items in the tickets and then having them showing up on the dashboard, or even in a separate calendar view (like you have in Freshservice). And next level would be to have the possibility to use those dates in the Supervisor rules to create reminders etc. A lot of customers I've been in touch with asks for this.
+12Cheers!
What I was hoping for is that I could automate the to-do list using rules in the built in tools (e.g., supervisor, observer) or API.
Any update on this item? We were strongly considering leaving FD for another system, but it looks like that isn't going to work out so we're trying to find additional things we can do within the product to get to some of these features that WERE available in the other system we were considering moving to.
While the Parent/Child ticket thing is useful, I don't think it really addresses task lists in tickets for most of the cases mentioned in this thread at all.
+12Hello,
Happy to let you know that we've made some considerable progress in developing this feature.With this, you'd be able to setup reminders on the To-Do list items.
An announcement is on its way soon! Stay tuned!
Cheers!
+12Good news everyone! We've enabled this feature for all new signups and for existing accounts, we're running a batch job - meaning, you'll see this option in your helpdesk soon.
Here's something that you need to know about the feature :
1. This is a MINT only feature - To know more about MINT, read : https://support.freshdesk.com/support/solutions/articles/229464-what-s-changed-in-freshdesk-mint
2. This will be available for accounts, with Blossom and above plans, which has the inbuilt smart notifications enabled already.
Here's a small glimpse of the reminder functionality :
Cheers!
Glad to see there is SOME progress on this. I'm sure that a reminder will be useful here for some.
But to mark this as Implemented...Still only allows for one-off Task lists, not repeated ones, no tie to having to actually do any of the steps in that list - i.e. You can close a ticket without doing anything on the List.
Would really be great to be able to use templates of tasks at least and have them collapsible, but also mandatory that they be completed (or at least an option for required or not). These few simple changes would make the feature usable for repeatable tasks.
Perfect example - create a new user for Company A. That could have 10 steps, like making a mailbox, adding to groups, setting a password, etc. Removing a user could as well. Having time/date/user stamps on them would add accountability and lookups for how and when things were done and by whom.
Are all of these just pipe dreams or have you heard these requests and have any plans on implementing?
But to mark this as Implemented...Still only allows for one-off Task lists, not repeated ones, no tie to having to actually do any of the steps in that list - i.e. You can close a ticket without doing anything on the List.
Would really be great to be able to use templates of tasks at least and have them collapsible, but also mandatory that they be completed (or at least an option for required or not). These few simple changes would make the feature usable for repeatable tasks.
Perfect example - create a new user for Company A. That could have 10 steps, like making a mailbox, adding to groups, setting a password, etc. Removing a user could as well. Having time/date/user stamps on them would add accountability and lookups for how and when things were done and by whom.
Are all of these just pipe dreams or have you heard these requests and have any plans on implementing?
+12Hi Slavelle,
This is a classic case of handling multiple tasks for a single request where the requests might span across different departments in the company. And yes, these tasks can be made mandatory to close the actual request from the user. Did you get a chance to look at our Parent&Child ticketing app available on our marketplace?
Here's a sneak peek of the feature : Parent-Child ticketing
Cheers!
Sure - I looked at parent Child ticketing. This is not what I'm talking about.
When you have a new user to be created - yes this might fall in a few departments - like IT and HR. In that case, I'd say each of them would have a ticket - m,aybe a child of a parent ticket, but then EACH of those tickets would have a standard set of tasks to perform. It would be more streamlined and more accountable, and certainly easier to verify if all of the steps were there, checked, and then closed.
As it is now we, have to create the two tickets, then we have to go create to Asana task lists and link those lists to the two tickets and there is no requirement that anything in the task list be done relative to the ticket. And if we ever stop using Asana for some reason, the related tasks are gone.
There are SO many tickets that need to be repeated and even your own Ticket Templates don't have tasks in them, so we can't even create a ticket template to simplify this process.
New user / Terminated user is just one simple and COMMON usage example where this would be a natural fit. There MANY more, like "check in our out a piece of equipment", "Put a website Live", "Create a new Development Account on a web server", "Send a package", etc.
It sounds like you don't understand the need for this kind of feature, since it has been explained many times over and still we get Parent/Child Tickets and Reminders, but still not the base functionality of nearly any task list in other applications.
When you have a new user to be created - yes this might fall in a few departments - like IT and HR. In that case, I'd say each of them would have a ticket - m,aybe a child of a parent ticket, but then EACH of those tickets would have a standard set of tasks to perform. It would be more streamlined and more accountable, and certainly easier to verify if all of the steps were there, checked, and then closed.
As it is now we, have to create the two tickets, then we have to go create to Asana task lists and link those lists to the two tickets and there is no requirement that anything in the task list be done relative to the ticket. And if we ever stop using Asana for some reason, the related tasks are gone.
There are SO many tickets that need to be repeated and even your own Ticket Templates don't have tasks in them, so we can't even create a ticket template to simplify this process.
New user / Terminated user is just one simple and COMMON usage example where this would be a natural fit. There MANY more, like "check in our out a piece of equipment", "Put a website Live", "Create a new Development Account on a web server", "Send a package", etc.
It sounds like you don't understand the need for this kind of feature, since it has been explained many times over and still we get Parent/Child Tickets and Reminders, but still not the base functionality of nearly any task list in other applications.
I find it ironic that someone on the Sprout plan suggested this feature and it got implemented so that I can't take advantage of it. I think that this feature is overly complex for what I was looking for. Classic case of primarily addressing Enterprise customers needs only.
Even adding the ability to attach a to-do list via a Scenario would accomplish this. Trigger could be by setting ticket type. even better if submitter could select ticket type on submission.
Has there been any progress on this? It would help if you could do the following:
- Automate/re-use to-do list in templates, scenarios and automations
- Prevent ticket from being closed before all items are checked off
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