Task Feedback

Hello! I am excited about this eap and have some feedback that starts with what I see as low hanging fruit/ bare minimum I would need to get my teams to use this, down to functionality I would like to see as this goes to full release and becomes a mature feature.

These lists are currently global, so everyone will be able to see lists across groups. (Suggestion: add group assignment like with macros, or link to forms like with custom statuses)

There is no trigger action to apply a task list, so an agent will have to go pick the right one if they want to use it. Assuming there are not naming overlaps between team *see above. Having the agent need to remember to select this themselves and know which one to pick is way to much process friction in my mind. (Suggestion: macro actions seem like a bare minimum feature to make this useful real applications.)

We can have up to 100 task lists, but the selection field is a pure dropdown, which is not ideal as the list grows. (Suggestion: make the selection field text searchable as with custom field dropdowns and multiselects)

Status Requirements: I can currently solve a ticket with a list partially done. This does not seem like best practice in terms of guiderails for agents. (Suggestion: Add either/or a rule to have the list itself need to be complete in order to solve, or individual tasks required in order to solve. I like the first better, but both would cover all cases)

If one group applies a list and works on a ticket and sends it to another group, that list persists and the new group cannot add their own list without deleting the existing one, so, currently, any cross team process would have to capture all team's actions. (Suggestion: linking the task list to the form might help with this. However, groups using the same form will still run into issues. Getting groups to start using this should allow for a simple and modular approach. I am going to have trouble with change management if I have to run cross team planning to build lists. Being able to apply multiple lists in the same way we have multiple side conversations might be the best approach, especially if those are all expandable and collapsable.)

There is nothing to allow an agent to put any sort of comment on a task item. I can see instances where we would want the agent to do x task and note y piece of data in order to show a record of work, or even record that data through some scripting or use that data for some automation. I could also see a process branching out depending on certain conditions, so a dropdown that lets the agent specify which action they took to dictate which path they will go down might also be cool. (Suggestion: Text fields seem like a good starting point. Down the road, dropdowns, conditions and branching would be great)

Sections: I think eventually being able to put sections in a task list would be helpful as a process might ask an agent to work across several systems, and noting: this part is in crm; this part is in zendesk; this part is on x internal system would help with clarity.

API API API. If you are able to add fields for data entry, I want to be able to PUT and GET to and from those fields.