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Learn how your colleagues create internal tasks in Freshchat and how you handle them in Freshdesk.
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Task management in the Freshworks workflow
Some customer queries are long-running issues that require multiple teams to collaborate and resolve. These complex queries require a handover from one agent to another.
In the Freshworks workflow, customer-facing agents using Freshchat can create internal tasks that become tickets in Freshdesk. Backend agents and SMEs can discuss within Freshdesk, resolve the issue, and send the solution back to the customer-facing agent in Freshchat.
| Process Need | How this Workflow Helps |
|---|---|
| Team members need accountability when tasks are handed over. | The requester can track the internal agent's SLAs and updates. |
| Internal conversations should be separate from the customer conversation. | The customer conversation remains in Freshchat, and internal discussions are within the Freshdesk ticket and a private pane in Freshchat. |
| Internal agents will need customer information and metadata for context. | The requester provides metadata properties when creating the internal task. Internal agents can get customer details within Freshdesk. |
| Internal agents might need to pull in other agents. | Internal agents converse with each other on the ticket through private notes. They talk to the requester through public notes. |
Admin actions to implement this workflow
To set up this workflow, see Integrate Freshchat and Freshdesk. Once the integration is set up, admins can improve this workflow by:
- Creating SLA policies with the condition "If Source" contains "Chat - Internal Task".
- Create Automation Ruleswith the condition "If Source" contains "Chat - Internal Task". For example:
- Create a Ticket Creation rule to assign these tickets to the appropriate agent or group.
- Create a Ticket Update rule to notify any managers or leads when an agent takes action on the ticket.
- Create a Ticket Update rule with the condition "When Status is changed from ANY to Resolved" and the action "Set status of parent conversation as Open". This will update the internal task in Freshchat and the requester will be notified that they can proceed.
Agent process to handle an internal task
When an internal task is created within Freshchat, a regular ticket is created within Freshdesk. This ticket will have the following properties:
- Source: "Chat - Internal Task".
- Metadata properties: provided by the requester. By default, these are the subject, description, and priority.
- Customer information: Freshdesk will provide the customer information of the relevant customer.
- Transcript: The customer conversation, for context.
As an agent, you work on these tickets by adding notes. See How to Process a Ticket.
To collaborate with other internal agents, add a private note and tag them in the Notify to field. These notes will not go back to the requester in Freshchat.
To send information back to the requester in Freshchat, add a public note.
Related: View this workflow from the Freshchat agent's perspective.
