Mojo Helpdesk has Ticket Tasks

Just released is the ability to add specific tasks to tickets. The task functionality acts as a ‘to-do’ list for tickets to ensure that each step is covered. For example when a ticket is created for a new hire setup, tasks (create Gmail account, add user to Blackboard, etc) can be added to ensure completion of the ticket so that agents do not overlook a step.  Managers can oversee the ticket and feel confident that the agent completed all the tasks.

Ticket tasks can also be used for workflow tracking: was the ticket approved by the Supervisor? Check. Was the ticket assigned to the appropriate agent? Check.

 

 

Each task can also be given a due date separate from the ticket’s due date for project management type workflows. For example a ticket comes in for a homepage redesign and is given a due date of December 24. The tasks are added for the ticket such as create content, add graphics, proof read/QA and deploy in staging. Each task will have its own due date leading up to the final due date of the original ticket: create content – due November 15, add graphics – due November 30, proof read/QA – due December 10, deploy in staging – due December 22.

 

Try out using ticket tasks and let us know how you like them.

 

9 thoughts on “Mojo Helpdesk has Ticket Tasks

  1. Can I set up a default set of tasks for a particular ticket form?

    For example, I’d like my “New Hire” ticket form to automatically generate the 6 tasks related to that request.

  2. I 2nd what Wayne wants. We are replacing our current workflow New Hire process to Mojo Helpdesk. This new feature would fit in perfectly with that replacement strategy. Having a standard set of Tasks for new hires would be awesome. Building Triggers on those Tasks would be out of this world Awesome!

  3. This is a great start! Task templates with pre-defined sets of tasks would be awesome, though. Also, being able to assign a task to an agent would be amazing too. Very frequently multiple agents need to touch a ticket to complete it and as it stands now there is no way in Mojo to assign multiple agents to a ticket or delegate sub-tasks to other agents.

  4. Great idea, but seems a bit manual. I agree with others that there needs to be a way to assign tasks to a ticket either by applying a certain tasks template, or by assigning tasks on the Ticket forms. Both options would be very helpful!

  5. Great new feature. Will work great when training a new support technician!
    Does this feature come with all Mojo packages?

  6. Yes, I agree with the rest! Great addition. Pre-defined set of task for pre-defined types of tickets would be really nice and having multiple persons be allowed to be assigned to a single ticket.

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