Creating, assigning and managing service tasks


What is a service task?

A service task is created by a helpdesk agent when they identify that the ticket from the customer requires an on-site visit. Service tasks contain a summary of the customer's problem, customer contact details such as phone number, and address, as well as important information such as appointment date and time for the task to be resovled by. Field Service Management Software 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. 





Fields

Description

Contact details

Customer 

Add the name of the customer, if not pre-filled

Phone number

Add the phone number of the customer, if not pre-filled

Service location

Add the service location of the customer, if not pre-filled

Service details

Subject

The subject is automatically fetched from the incoming  ticket. You can edit the subject, if necessary.

Description

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. 

Status

Mark the status of the ticket (Open/Pending/Closed). 

Priority

Mark the priority of the ticket (Low/Medium/High/Urgent)

Appointment Info

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, it is for communication 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. 



To know how field technicians can get started addressing customer issues, check out this guide we've created →