The todo list is a fantastic implementation at the moment.
But a little addition will make it streaks ahead of the competition.
1. Have an area in the ADMIN section that allows administrators to "ADD Todo Templates"
2. From the Solutions tab when you EDIT a solution an agent can select one or more Todo Templates.
3. The Dispatchr would have an ACTION that was called "Set Solution to" this would pick a solution based on the criteria entered.
4. The templates would only be part of solutions. This would stop confusion and using the WRONG todo list template to often. If there is thought put into which solutions the checklists are used on then agents will have less chance of picking the wrong todo template.
5. As the todo item is ticked an entry is added to the conversations as a Private note.. (ie The Todo Item: "Set this VPN Up" has been completed by Steve Shepherd on 13 April 2012 at 8:13pm 6 days ago) AND then if an agent UNTICKs the todo item it also puts and entry in the conversations for the ticket "The todo item: "Set this VPN Up" was un-checked on 19 April 2012 at 4:15pm 4 hours ago)
Closed for Voting
Todo Templates
This would be an awesome feature!
With this feature, the ticket not only tracks work for a support agent, but it also becomes a process guide for multi-step issues.
This feature would be a real USP for freshdesk.
Adding functionality to the ToDo list would be highly beneficial, especially seeing the date/time a tick was clicked as a private note would be a killer feature.
We have daily tasks / checks in the team. To be able to assign a templated to / do list for them to check off would be superb.
Either Todo templates or at least allow Todo lists to be created by scenario automatisation. This is a crucial feature !
Ticket based todo lists is a best feature. But it will be really awesome if this can be automated. And then through Scenario Automation, each ticket can be observed and if meets condition to the todo list template then attaches to it for agents to follow.
This can drastically reduce response time for agents and improves accuracy. Also if based on tickets, we can attach appropriate articles to the ticket will also help agents to reduce their task time.
This is a great idea and would be extremely useful.
We currently use Freshdesk for our software support, as part of this when we get a new store there are a set list of tasks that are required to be completed before the others can start. We currently use Parent child tickets to track individual segments of this process such as installing the software - Being a separate ticket allows our agents to track the progress and add notes for the installation of the software (same as the training part)
But before we can do this we still need to complete a set of tasks to get here. Create accounts, confirm billing, order and process multiple items from multiple suppliers, create other software accounts. Making a child ticket for something as simple as a software link is very time consuming and does not allow for a simple overall view of the progress of setting up a new customer.
Having simple ToDo list will allow all agents to view a single ticket for tracking and get an update as to where everything is at without the need to look inside of multiple tickets to see the same information. Templates and tracking of the completion of each item will provide more visibility and accuracy. Automation is ideal but at worst a canned template will be a much needed feature for us.
great idea .. similar to .. https://support.freshdesk.com/support/discussions/topics/14669 plus one from me
I use daily to-do lists from this site: https://onplanners.com/daily-planner-todo-list. I can see all of the items at a glance and prioritize what most needs to be done according to timelines and importance.
This is a great idea and would be extremely useful. I've always used myself to be planned and programmed. The thing that works best for you is the planners, as your friend pointed out. I download them from the calendar calendar according to the daily calendar (free) (https://www.dreamcalendars.com/calendar/august-2019). Then I plan my workflow and I get really good results.
This would be so useful and save a lot of time/make it easier for several agents to handle the same case. It's also a nice archive where you can create general annual calendars for 2020.
+9- Community Manager
Hello Everyone!
We greatly value your suggestions and we are happy to explore the possibilities of this feature being picked up. You can follow this space for any updates on the new features/enhancements from us.
@Helena @Jenna With regards to using calendar in Freshdesk, have you tried the Marketplace applications like Google Calendar, Freshdesk Calendar Sync? Check out the links below to get detailed insights on the same:
Hope this helps! Cheers. :)
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