How to handle follow-up tasks

[Product User]

We have a typical request from a customer where we are asked to disable a user and delete in 2 weeks. What is the recommend way to handle this in the ticket?


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[Support Team]

Re: How to handle follow-up tasks

This is a great question. What you can do is create the ticket for this request, and create tasks with reminders for any future activities you need to perform. For example, create a task for the "delete user" activity and set a reminder for it to two weeks from now (you can set the reminder in the task window).

While the ticket is on hold for the task, you can change its status to "Hold" or something similar (you can rename the ticket statuses in order to reflect your work-flow from Tools > Options > Tickets). When the task is due it will pop-up a reminder, and you can then go on and perform the work. If this requires going on-site, you can go to the ticket window, change the ticket to "Show ticket in dispatcher" (from the ticket's Details tab), and dispatch it to the relevant technician.

Once you are done, you can right-click the task, and select to charge this task. This way you will have the description for the work already in the charge. After you are finished, you can set the task as Done, and close the ticket.

This should do the job.