How to Use Activities to Improve Your Teamwork and Efficiency
The BoldDesk Activities feature is available only in the Enterprise plan. The Momentum (Legacy) and Scale (Legacy) plans do not include Activities.
- Activities are work and communication records that can be created:
- Independently (standalone Activities)
- Linked to a ticket
- Linked to a chat conversation
- Linked to a contact
Activity Types in BoldDesk
Types |
Description |
|---|---|
| Task | When various teams are collaborating on the resolution of a single common ticket, numerous tasks can be added to the ticket and assigned to separate agents. This aids in the delegation of tasks to respective team members and helps in the quicker resolution of tickets. |
| Meeting | This activity type helps to log meeting minutes to provide future context to your teams. |
| Call | This activity helps in logging phone call summaries to provide future context to your teams. |
| Forward | This activity helps agents to forward a ticket or a specific ticket message to any agent, customer, or third-party vendor. When a ticket or message is forwarded, a “Forward” activity will be created under the ticket. |
Common Use Cases for Activities
-
On-boarding a new employee
When used as an internal helpdesk, onboarding a new team member duties such as assigning a laptop, installing software, holding an onboarding meeting, and so on can be added and assigned to multiple teams under the main ticket as tasks. -
Customer Service process improvement
In customer service use cases, when various teams collaborate on a single ticket to help resolve a problem, individual tasks can be assigned to particular individuals, and their progress can be monitored. -
Logging meeting minutes
When an agent meets with a customer about a ticket, the conversation summary can be logged under the meeting activity category to increase transparency.
Checkout this video for more details
Frequently Asked Questions
-
Is the BoldDesk Activities feature available in all plans?
No. Activities are available only in the Enterprise plan and are not included in Momentum (Legacy) or Scale (Legacy). -
Can an Activity exist without a ticket?
Yes. Activities can be created independently (standalone) or linked to a ticket, chat conversation or a contact. -
When should a Task Activity be used instead of internal ticket notes?
Use a Task Activity when work needs to be delegated to specific agents and tracked as separate units of work under one ticket. -
What gets created when a ticket is forwarded?
When a ticket or a specific ticket message is forwarded, BoldDesk creates a Forward activity under the ticket. -
What should be recorded in a Meeting Activity?
Use Meeting Activities to record meeting minutes and relevant discussion context for future reference by internal teams. -
What should be recorded in a Call Activity?
Use Call Activities to record phone call summaries so ticket/contact history includes communication context.
