AHennager
Contributor II

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Task Management
 is one of ServiceTitan's most underutilized features, but it's a feature that once you begin using you'll wonder how your team was ever operating without it. 

Nestled in the drop-down menu of the navigation bar, Task Management is commonly used for logging, escalating, resolving, and reporting on tasks for customer complaints, warranty parts, and refunds. Task Management helps you to handle business workflow and feedback from customers more effectively.

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Let's say you're a CSR and you receive a call from a customer who complains about a recent installation. The CSR tries to transfer the call to the Installation Manager, but they're out in the field and aren't answering their phone. What's the CSR's next step?

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In most cases, the CSR might send an email to the manager letting them know the customer called to complain. Maybe they leave a Post-It note on the manager's desk... Whatever the case, these are outdated methods of communicating, lacking oversight and accountability, and it's all done outside of ServiceTitan.

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In Task Management, the CSR creates the task, provides a description, indicates the customer and the employee involved, designates the associated job number, and assigns the task to an individual for resolution.

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Creating and assigning tasks inside of Task Management ensures you have a reportable record of the task and promotes accountability of the individuals involved.

Additionally, Operation Managers and Business Owners have better oversight into potential patterns of organizational behaviors and may use this information as training opportunities when needed. 

Ready to get started?

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View tasks & subtasks

The red number next to your Profile icon is the total count of pending tasks and subtasks that are assigned to you.
The red dot next to Task Management indicates that you have pending items assigned to you.

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Note: Administrators see all tasks regardless of who is assigned to the task, while regular employees only see the tasks assigned to them unless an administrator changes their permissions.

Tasks with a blue dot next to them are ones that are assigned to you that have not been closed yet. If a task has subtasks assigned to you that have not yet been closed, you will see a blue dot next to the task even if the task isn’t assigned to you. The blue dot is removed when the task is closed. In the case of a subtask, the blue dot is removed when the overall task is closed.

Click the dropdown arrow to expand a task and see subtasks.


Things to know
  • Task management is currently available to office employees only, not for technicians.

  • Tasks can be linked to a customer, but not to a location. Tasks that are linked to a customer appear on the customer page. Additionally, tasks can be linked to a job, but not to a project.

  • Use insightful task names and descriptive, digestible task descriptions so it's clear what the task is and what needs to be done for it to be considered completed.

  • When there are multiple subtasks in a task, close the subtasks before closing out the task. Closing a task without closing its subtasks can lead to confusing reporting.

  • After you have completed the required actions to finish a task or subtask, be sure to close it out in Task management by marking how it was resolved and saving the resolution. Tasks left open when they have already been completed lead to inaccurate reporting.

  • Tasks related to customer complaints should be addressed promptly, as they are especially time-sensitive. Complaint turnaround should be within 24 hours.

  • To ensure timely turnaround for all tasks, especially time-sensitive ones, check that employee contact information is correct in your records and alerts are turned on for tasks and sub-tasks. That way, employees receive alerts for tasks and subtasks they have been assigned to by text or email in addition to seeing the notification badge when in the system. When alerts are set up, both reporters and assignees receive alerts for tasks.


Additional Resources


Still need to learn more? Check out the resources on this topic below:

Academy:
Task Management Overview

Knowledge Base:
Set up Task Management
Common use cases for Task Management
Manage tasks & subtasks

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Still have questions about Task Management?
Reach out to your Customer Success Manager for more guidance! 🙂