Zoho Tasks Documentation

Step 1

The ticket comes into unassigned and is making requests for multiple different departments.
There will be instances where the customer emails a specific dept vs CS. That will be discussed later down the page. Right now, we are going over the majority of tickets that come in.

Step 2

CS Rep will be assigned the ticket. They will fill out the CID, Account, and any other Ticket Properties needed. They will then take a look at the ticket and see what tasks need to go to which Dept.

Step 3

In the menu below the Ticket name and # is a tab called 'Activity'. This is where tasks will be located. When you first click it, there will be no Upcoming acitivies. Click 'Add Acitivity' to add the first task.

Step 4

When adding a new task, fill in the Subject, Task Owner and CID. Subject lines are not task descriptions. The Task Owner can be a specific employee or Dept.
Optional: You can add a Due Date or Priority here.

Step 5

Once the task is created, it will take you back to the Activities Page. This is when you will click on the Task to add a comment with the details and attachments if needed.

Step 6

You can @ tag the employee or Dept when you make the comment. Similar to how it was done with tickets. Make the comment with the details of what the customer is looking for from that Dept.

Step 7

Add the rest of the tasks for the depts and employees. This includes any tasks CS needs to handle as well. That way we can keep a record of what gets changed and by who and it is easy to track. In this example we can see 4 tasks in various progress markers.

Example 1

We saw in the previous example a task had the Progess of 'Waiting on Someone Else'. If we open up that task we can see a comment thread between the ticket owner and the task owner.

Example 2

By default, the view for activities is set to 'Upcoming Activities' but if you want to see any tasks that are completed as well you can switch that view to 'All Activities'.

Example 3

The 'Conversations' tab should be used for communicating/emailing back and forth with the customer. If you call the customer between emails, this should be marked as a comment in this section. The conversation could then lead to additional tasks or comments in previously documented tasks.

Example 4

When you or your Dept is assigned a Task, this can be found under 'Activities' in the very top menu. There are multiple preset views and you can create and star your own view as well. You can do it as under Activities, which encompasses all Activities or just under Tasks.

FAQs

What if a customer emails an OA employee or Dept directly? or...
What if an OA Employee fwds in an email from a Customer?

If the email involves that Employee or Dept as well as other Depts, then that Employee will be the point of contact for the customer and responsible for creating and assigning out Tasks.
If the Employee or Dept isn't involved, they can assign the ticket or fwd that email to Customer Service and a CS Rep will handle it.

Does this affect Redesigns and Startups?

Yes. The secondary ticket will no longer be assigned to Graphics. If the Coordinators want to keep the secondary ticket for organizational purposes, that is fine. But it will be tasks that are assigned to and handled by the Graphics Dept.

What do I do when I'm done with the Task?

Comment the Ticket Owner that the task is done with any notes needed.