Feature request: Canned "Next Action" phrases

[Pancho]

The "Next Action" feature is a strike of genius. It is a great help in establishing a modest :-) (for our team sufficient) task/process management.

In order to use it more effectively I wonder if actions could be "canned", to ensure that everyone is using the same wording to mean the same thing. Ideally a choice of canned phrases and free text (luxury version: permissions) would make it a powerful tool to get everyone to do what he/she should.

Perhaps I'm not the only one asking for this.

BTW: Look forward to the internationalized version to start working here in Germany.

2nd BTW: You are doing a great job, honestly :)

[jstanden]

Hi Pancho!

The "Next Action" feature is a strike of genius.Thanks! We tried to add a step that was so natural in the process of replying that people couldn't help but use it. We've noticed over the years that clever helpdesk staff will optimize out any steps that aren't absolutely necessary. ;)

In order to use it more effectively I wonder if actions could be "canned", to ensure that everyone is using the same wording to mean the same thing.Definitely!

One feature request for that is here: http://www.wgmdev.com/jira/browse/CHD-91

It mentions the 'checklist' feature I'd like to see.

On another thread, I wrote:
We'd also love to do a 'Checklist' type plugin where you could define workflow steps like 'Filling an Order' or 'Setting up a hosting account'. The checklist would be associated with the ticket, and would essentially be the 'status' of the ticket (but in multiple contexts, as you may have multiple checklists going on).

The checklists concept would be really powerful, because it ensures the same problems/tasks are handled uniformly, and it could be used to help train (and give confidence to) new helpdesk staff.That means instead of having to advance the 'next action' every time it could be controlled by your progress through a checklist like "Troubleshooting DSL" or "Filling Orders" (verify payment, fulfillment, ship). You could link each step to process documentation (an internal wiki is perfect for that) which aids with training of just general consistency.

BTW: Look forward to the internationalized version to start working here in Germany.

Ich auch! Ich liebe Deutsch, aber ich verstehe zu wenig.

2nd BTW: You are doing a great job, honestly

Thank you! :)

[Pancho]

Hi Jeff,

that sounds impressive; much more than I hoped for. :)

Ich auch! Ich liebe Deutsch, aber ich verstehe zu wenig.

Lasst es mich wissen, wenn ich helfen kann.