I believe that FreshService is missing a huge opportunity when it comes to the way tasks are handled. We just rolled out FS and I was hoping to use tasks in order to structure clearly defined processes within our organization. The idea is that a SR would be submitted and tasks created for groups that had work to do in order to fulfill the SR.
The problem?
Tasks are not working that well in FS. I see three different problems that require some solutions and improvements in order to make this function the way most people would expect it to work.
- No unique task URL. Since I’m assigning tasks to a group and not an individual, it takes multiple clicks for a user to see any upcoming tasks. (My Work → Tasks → My Group Tasks → Upcoming). If there was a unique URL, the URL could just be bookmarked. We tested this, but that doesn’t work.
- There is no UI notification when a new task is assigned. Like incidents, it should be easy to put a red bubble notification with the quantity of tasks assigned - as I mentioned previously, there is no UI notification that a task is assigned - you have to rely on the email and that is easily missed.
- Lastly, I have been looking for a solution - it seems that for years, people have been begging to get the tasks updated, so I’m not very hopeful that this request or any other will benefit the community. I think tasks could be used very powerfully for organizations where a ticket doesn’t need to bounce around, but instead just one ticket could remain open while groups complete their tasks
I hope to see FreshService put some effort into the tasks - as I mentioned previously, they could be very powerful to organizations that don’t want to unnecessarily open child tickets to accomplish a task. The days of moving a ticket from group to group should be over - that’s a slow way to handle customer service when multiple groups need to be involved. Tasks are the future; we just need to treat them that way.
