Service Titan Knowledge Base

Common use cases for task managementLast updated on 03/22/2022

Task management handles 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.


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.


Common use cases

Customer complaints

In the example below, a customer support representative (CSR) found a negative online review left by a customer.

The CSR created the task, correctly marking the source as Facebook and adding the technician cited by the review, and then assigned it to the operations manager as a customer escalation.

If an attachment on the customer or job page provides more detail about the complaint, you can link to it in the description or comments.

Refunds

This example demonstrates correct refund workflow.

The task was created by a CSR and assigned to an accounting supervisor for the actual issuing of the refund. Because the resolution was a refund and a refund was issued on the job, you can see the refund in the task details. Note that a subtask was created for an update on the refund.

In the comments or description, you can add a link to the invoice where a refund needs to be processed.

Warranty parts

This example is of a task used by a warehouse manager as a reminder to send parts back to the manufacturer.

When the parts were turned in, they closed the task with the correct resolution.

If a part needs to be sent back, you can link to the Pricebook page for the part in the description or comments.


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Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.