Overview
Task Management is a productivity tool available to ServiceTitan office users. It is a flexible solution to assign work to appropriate team members and manage action items like ordering parts, reviewing and approving documentation, or resolving customer complaints.
Who uses this feature
Office employees
Account configuration is required to use this feature. To update your account, please contact Technical Support for details.
Permission is required to use this feature. Please contact the account administrator on your team.
Things to know
Task management is currently available to office employees only, not to 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 and 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 complete.
When there are multiple subtasks in a task, we recommend completing the subtasks before completing the task.
After you have completed the required actions to finish a task or subtask, be sure to complete it in task management by marking how it was resolved, changing the status, and clicking Save. Tasks left in To Do or In Progress when they have already been completed lead to inaccurate reporting.
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 subtasks. That way, employees receive alerts for tasks and subtasks they have been assigned by text or email in addition to seeing the notification badge when in the system. When alerts are set up, reporters and assignees receive alerts for tasks.
You can add attachments to your tasks in the Comments & Attachments section and have all attachments such as photos, pdfs, and other files related to a task in one place.
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.
Refunds
This example demonstrates the 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 completed 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.
