+1The addition of a dedicated task module in Freshservice would provide a centralized view of all tasks assigned to an agent—regardless of whether they originate from tickets, problems, changes, or projects.
Furthermore, it should support the creation and assignment of internal tasks between agents that are not tied to any specific parent entity.
This would enhance flexibility in workload management and improve internal collaboration across teams.
If I’m understanding this Idea correctly, you can mitigate some of these requirements by:
...set the Filter ‘Parent type’ to ‘All Parent Types’ and then ‘Agents’ or ‘Groups’ based on your requirements
+1If I’m understanding this Idea correctly, you can mitigate some of these requirements by:
...set the Filter ‘Parent type’ to ‘All Parent Types’ and then ‘Agents’ or ‘Groups’ based on your requirements
The main idea is that it’s becoming a standalone feature, so you don’t necessarily have to assign the task to a ticket, project, or anything else.
This will give you the ability to assign tasks to an agent that aren’t related to any ticket, project, or other specific context.
It provides one place to see all tasks — those linked to tickets, projects, etc., as well as ad hoc tasks that need to be done on a daily basis.
+2I agree. This would be useful for our agents who are required to complete daily walk around checks in the office. This isn’t a Service Request or Incident, and it shouldn’t be part of a project as it’s ongoing activity.
Creation of a repeating standalone task would allow for delegation of these walk around checks to different agents, to create an auditable trail of them being completed, and to account for the workload allocation.
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