Next Action...

[jag216]

Could someone explain the difference between Next Action, Tasks and Notes?

I guess my main question is why the Next Action invocation doesn't create a Task? It seems to me that this would be a nice place to have a quick task autocreate - would be helpful in the delegation process.

Granted I can go ahead to the tasks tab and add follow-up actions as tasks for my assistants, but I guess I intuitively thought that by stating a next action and a worker for a situation, a task would automatically get assigned and would show up on the worker's task pane.

[jstanden]

Hey there!

I apologize for leaving your post just sitting here. I meant to reply yesterday afternoon and was sidetracked. ;)


Next Action: This is a quick summary of why a ticket is sitting around that you can see in any ticket list. It keeps you from having to constantly click into it to remember why it's still open.
Tasks: This is how you assign actionable tasks to multiple workers on the same ticket. Assigned tasks need another tune-up to be appropriately visible at the top layer of the app (Overview, etc.)
Notes: Sticky Notes allow you to flag a particular message in a conversation. They're much like a Post-It(tm) note that you'd put a disposable piece of clarifying information on. They differ from comments in that you wouldn't make a note part of the permanent transcript.Next Action existed before notes and tasks, but we're definitely with you in thinking tasks should tie into the role 'Next Action' is doing much better. Next Action in a list could simply show the summary of the next due task; and as you have said, we could switch over to creating tasks while replying in the same fluid step. We'll take another look at this.

Thanks for the feedback!