How to Use Activities to Improve Your Teamwork and Efficiency
Only the Enterprise/Business plan offers this feature.
Introduction
Activities can be independent or tied to a ticket or a contact. Below is a list of various types of activities.
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. |
Use Cases
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
Related articles
How to link an activity or tasks to a ticket
How to unlink an activity from a ticket
Sharing an activity link to a user
Adding comments to an activity
Deleting an activity comment
