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.
1 person likes this
about 4 years ago
What would be fantastic is if the "To Do's" worked as Reminders e.g. Call Bill Dunn Back at 4 PM.
Then have the ability to create a Supervisor rule to check at "To Do's" that are going to be due, are due or are overdue, and notify the Agent via email.
This would really avoid the agent from depending on their mail client.
about 3 years ago
This feature of auto creating a to do list in a ticket every time using a watcher or scenario is a deal breaker for us!
We are evaluating freshdesk for a corporate tool and like it because it's easy and has big graphic icons but if it doesn't work for us, so what? Having scenarios automatically watch and create a to do list EVERY TIME we create a new install ticket for a new client is a make or break decision for us! We have a number of IT situations where a checklist of items have to be followed in a workflow. If Freshdesk really doesn't do that and I have to re create the checklist every time for any new ticket ... Im sorry THAT SUCKS! This is not workflow at all. We need a different system. Any suggestions anyone? Many of the project management systems we saw also don't do checklists but have some kind of workflow. I don't want to create a separate ticket for each to do list item... wow that would clog our dashboard fast.
3 people like this
over 2 years ago
Would be awesome if we could create a library of checklists within the tool to pull into a
ticket as necessary (either hidden from the customer, or optionally visible).
along the lines of a canned response, but added to a note instead of within a reply.
I use checklists daily for our standard support and service requests, and would love to have them integrated within the ticket.
over 2 years ago
This is an awesome idea, and I will add, to have the ability to set reminders as well. This will prevent using Outlook and/or Gmail to manage this.
7 months ago
+1 for me on this - any reason why after 5 years this feature is still not implemented despite there being an obvious demand for it??
6 months ago
This would be so useful and save a lot of time/make it easier for several agents to handle the same case.
9 days ago
Our workaround is using "canned responses" where we type in x to mark completed... e.g.
[ x ] Task 1
[ ] Task 2...
And unfortunately, we then miss things and its not presentable.