Activities and Task Management
Increase agent productivity and ticket resolution by breaking down the procedures required to resolve an issue into smaller tasks.
What are activities?
Activities are items that can be independent or tied to a ticket or a contact. There are three types of activities:
Tasks
Resolve a ticket more efficiently by breaking it down into subtasks and assigning them to different agents.
Calls
Record a call summary with a customer in the context of a ticket.
Meetings
Take notes on meetings with customers in the context of a ticket.
Use cases
Onboarding new employees
Break up onboarding duties, such as assigning a laptop, installing software, holding onboarding meetings, and so on, across multiple tasks and assign them to multiple teams under a primary ticket.
Improving customer service processes
When different teams are working on a single ticket, individual tasks can be allocated to specific people and their statuses can be tracked.
Logging meeting minutes
When an agent meets with a customer about a ticket, a summary of the conversation can be logged in a meeting activity to increase transparency.
Tasks
When several teams collaborate on a single ticket, any number of tasks can be added to the ticket and assigned to separate agents.
Features that enhance task module
- Delegate responsibilities to various agents.
- Set due dates for tasks.
- Get email notifications whenever there are updates to a task.
Calls
Record phone calls and track customer interactions to provide context to your teams.
- Keep track of when a phone call was made.
- Record the duration and status of the call.
- See all call activities across the organization on a single page.
Meetings
Record meeting minutes and track customer interactions to provide context to your teams.
- Keep track of when meetings are scheduled and who attends them.
- Record meeting duration and status.
- See all meeting events across the organization on a single page.
Activities module
Tickets and activities can be linked. Related activities can be found on a ticket’s Details page under the Activities tab. Activities can be allocated to different agents, rather than the same one, and their statuses can be tracked.
Features that make activity management easier
Quick preview
Easily navigate and review activities.
Link items
Link an action to a ticket or a contact.
Internal collaboration
Communicate with other agents by adding comments to an activity.
Status
Track activities based on status.
Unified activity management
A single unified view allows agents to view many types of activities in a centralized and streamlined manner.
- Enhances the task management process.
- Encourages more effective collaboration.
- Improves agent productivity.
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