Creating, assigning and managing service tasks
What is a service task?
A service task is the work order that you can assign to a field technician. A service task is created by a helpdesk agent when they identify that the ticket from the customer requires an on-site visit. Field Service Management enables your helpdesk agents to assign these service tasks to field technicians, schedule and track appointments and ensure that the task is completed, before closing the loop on the customer’s ticket.
Note: You also have the option of assigning service tasks to helpdesk agents in case they travel to customers and help them in the field. You can assign service tasks to a helpdesk or field agent in the same way that you assign tickets - using the "Assign to" option in the ticket properties sidebar.
A quick guide to creating a service task:
Click on Service tasks from the right panel on the ticket details page. Click on ‘Create a service task’.
This opens up the Service task form where the necessary fields required by the field technician are filled. You can choose to add more details and pass on additional context to your field technicians.
When you choose a field technician to assign the service task to, their schedule for your chosen date and time opens up below so you can assess whether they will be able to attend the appointment or not. Avoid scheduling appointments too close to each other and allow time for travel to prevent conflicts and delays with other customer visits.
Add the name of the customer, if not pre-filled
Add the phone number of the customer, if not pre-filled
Add the service location of the customer, if not pre-filled
The subject is automatically fetched from the incoming ticket. You can edit the subject, if necessary.
The description is automatically fetched from the incoming ticket. You can edit the description, if you wish to add more context to the service task.
Mark the status of the ticket (Open/Pending/Closed).
Mark the priority of the ticket (Low/Medium/High/Urgent)
Appointment start time
Set the start date and time for an appointment with the customer
Appointment end time
Set the end date and time for an appointment with the customer
Assign field technician and service group
Assign a field technician from a service group or an individual field technician
Once the necessary fields are filled, click Create to complete adding a service task.
When a service task is created, a new ticket is created between the helpdesk agent and the field technician. The field technician can view only the service task, and not the parent ticket from the customer. Access to only the service task ensures that the field technician doesn’t receive a barrage of notifications and emails when exchanges happen on the parent ticket between the helpdesk agent and the customer. The helpdesk agent remains the sole point of contact for the customer and passes on the relevant information from the customer to the field technician on the service task.
Viewing Field Technician responses
Once the field technician responds to the service task, the helpdesk agent will receive a notification. The helpdesk agent can then choose to respond to the customer based on the notes from the field technician.