Since the introduction of activities in SteadyPoint Helpdesk during update, it has become a particular favorite of our users. The versatility of the activities log allows for you to organize all your required tasks in one place.

We’ve already covered the how-to of the feature in detail in a previous article. Today we’re going to cover some practical usage of the activities log.

At ACME corp, agent Oscar Michaelson just received a ticket about an issue with the network printer in the IT department from Charlie Washington.

Figure 1

By looking at the ticket, he realized he requires additional information from the ticket owner. Since he can’t get to the task right away, he puts down a task for himself to email him.

Figure 2

He also realizes that he needs to contact the printer’s technician within the company, Tobias Kelly, so he can take a look at the issue at hand. This needs to occur after he receives a response from the ticket owner, so he schedules this reminder for few days in advance.

Figure 3

This is what Oscar’ activities log looks like right now, awaiting further work.

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Few days later and once the tasks have been completed, Oscar’ activities log will appear like this

Figure 5

The printer’s technician told him that this is a hardware issue and it requires a hardware adjustment. But before Oscar can go ahead and order the piece, he needs to receive approval from the purchasing department, so he adds an approval task for the department.

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This is what the task approval from the purchasing department would look like.

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Now that he has received the approval, Oscar can proceed with ordering the replacement piece and contacting the printer’s technician, Tobias, so he can install it.

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Once all piece is installed and the tasks are all complete, this is what the activities log looks like.

And now Oscar can close up the ticket.

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To learn more about SteadyPoint Helpdesk and try it. please click here. If you have any questions, feel free to contact us by clicking here.

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