Help Desk To-Do List

To-Do List is available from the Main Toolbar by clicking on the To-Do List icon.
To-Do List is a handy work assignment list, or order of resolution list for Staff Members and Agents.  Issues or tasks that have been assigned to an Agent or Staff member in the help desk can be added to their To-Do List.  Help desk Issues and tasks have a  priority.  This priority may not be the order that work will be actually be completed or that Issues and tasks will be addressed.  The To-Do list allows specific Issues and tasks to remain on the radar until they are closed. The sort order of customer interactions and tasks in the To-Do list can be easily modified.  When managed properly To-Do lists add a level of transparency into Agents and Staff members current and next issue and task that needs to be resolved and what they should work on next.
The To-Do list is extremely useful when issues or tasks may take multiple days to resolve.  Administrators and Staff members can add to, sort and manage the order of issues in a staff members To-Do list. As Issues and tasks are resolved or closed they are automatically removed from the To-Do list.
Help Desk To-Do List


1. Card
The Card displays a miniature incident or issue summary. Clicking on the card opens the Issues or task in the Task Details Panel


2. Originator
The user who is assigned as the originator.  This is  the user who opened the issue or task.


3. Type
The type of issue or task is displayed here.  Standard help desk tasks or incident and task types include: Task, Problem, Question, Incident.  Issue and task types can managed in the Administration Settings under Types.


4. Preview
The first few lines of the issue or task's text are displayed here.

Overdue Icon

5. Overdue Icon
If an issues or task is overdue meaning that it's due date has passed an overdue Icon will be displayed at this location on the issues or task's Card.


6.  Status
The status of the issues or task is displayed here.  Issues or task statuses can managed in the Administration Settings under Status.


7.  Priority
The priority of an issues or task is displayed here.  Issue and task priorities can managed in the Administration Settings under Priority.

Product or Group

8. Product or Group
Select the Product or Group that the issue described in this incident is associated with.


9. Subject
The issue or task's subject is displayed here..

Reference Number

10. Reference Number
The issue or task's reference number is displayed here.  Clicking on the Card opens the Issue or task.

Close Panel

11. Close Panel
Click the X to close the To-Do List panel

Current Date

12. Current Date
The current date adjusted and displayed according to the users time zone settings.


13. Remove
Click the "X" on the  Card to remove the Issue or task from the To-Do List.

Sort s

14. Sort s
Click and drag on the sort issues or tasks icon to cange the  sort order on the To-Do List.