Often your agents will need to perform a series of tasks, such as reproduce an error within 24 hours, or download issue logs, before they can resolve and close a ticket. Freshdesk allows agents to maintain a To-Do list within each ticket and ensure they do not miss out on any task. Once a task is completed, it can be crossed and marked as completed.
Quick Guide for creating and accessing the to-do list within the ticket
- Click on any ticket from the dashboard or the ticket list to see its details
- Select the To Do option from the right side menu
- Type the entry in the Add To Do text box under Tickets To-Do and press Enter
The entry gets added to the list of to-do for this particular ticket - You can delete a particular task entry by hovering over it and clicking on the Delete icon next to it.
- Once you have finished a particular task, select the checkbox next to it to mark it as done.
Quick Guide for creating and accessing the To-Dos from the Dashboard
- Go to Dashboard tab in your support portal
- Type the entry in the text box shown under Tickets To-Do and press Enter
- The entry gets added to the list
- The complete list of to-dos in the helpdesk is displayed on the right side of the Dashboard
- You can delete an entry by clicking the delete icon, or mark an activity as done by selecting the corresponding check box
For To Do tasks created from within a ticket, the task is linked to the corresponding ticket in the Dashboard To Do list. Tasks created directly from the dashboard are not linked to tickets.
Please select attachment for an image walk through below:
