Your tasks
Open Tasks from the Work section of the side menu. The page opens on Today.
Use the tabs to switch between New, Today, Upcoming, At Risk, Overdue and Completed. Each tab shows how many tasks it holds.
Choose Assigned to Me, Created by Me or Team Tasks to change whose tasks you see, and narrow the list with the type, priority and source filters. Clear filters puts them back.
Each task shows its contact, what it relates to, when it is due, its owner, priority and status. Overdue tasks are shown in red. A task close to its deadline is amber and marked AT RISK.
Work on a task
Select a task to open Task Detail.
Select Accept to take on a new task, and Start when you begin working on it.
Select Call and the contact’s name to phone them, or Message to send them a message. Every call attempt is listed under Call Attempts, and everything that happens to the task is listed under Activity.
If you are waiting on someone else, select Wait and give a reason. A waiting task does not count as overdue or at risk until you select Resume.
Select Reschedule to move the due time, and choose a reminder if you want one. Select New Task on the Tasks page to create a task of your own.
Complete a task
Select Complete, choose an Outcome, add Completion Notes, then select Mark Complete.
The outcomes come from the task type and are set by your administrator. Choosing an outcome closes the task.
Some outcomes need a ticket: GoDesk then offers Create Ticket. Others suggest a follow-up, and GoDesk offers Create Follow-Up Task so the next step is not forgotten.
When you call from a task, the outcome you choose in the call wrap-up is recorded on the task in the same way.
Campaign call lists
If your workspace includes call campaigns, your supervisor can give you records to call. Open the campaign from Call campaigns, or select My list in Next up.
Select Start dialling. Each record shows for a few seconds with Dialling in and a countdown, then GoDesk dials it. Select Call now to dial straight away, or Skip and choose a reason to move on.
While the call runs, use the Script, Knowledge, Customer, Form and History tabs. If the campaign has a form, fill it in before you choose an outcome such as contacted.
After each call, choose the outcome in wrap-up. Use Pause to stop after the current call, and End session when you finish.
A record is not always closed by one call. For outcomes such as no answer, GoDesk tries the number again later, up to the campaign’s limit of attempts. Outcomes that mean the work is done close the record.
Call-backs you promise
When a customer asks you to call back, choose the call-back outcome in wrap-up and pick a time. A time is required.
Tick I’ll make this call to keep it yourself. Otherwise anyone on the team can make it.
The call-back appears at the top of Next up when it is due. If your workspace has push notifications set up, you are reminded 2 minutes before.
If nobody calls within 10 minutes of the promised time, the call-back is handed to the team. After 15 minutes your supervisors are told it is running late. Keep your promises on time, or change the time with the customer’s agreement.
Your supervisor can also assign you a call-back for a missed call from the call’s details page. It appears in your tasks with its due time.
If something does not work
If you cannot find a task, check the tab (Today hides upcoming work) and the Assigned filter.
If Mark Complete is not accepted, make sure you chose an outcome and filled in anything the outcome requires.
If the dialler does not start, check that your status is Available. It does not dial while you are on a break or Busy.
If a problem continues, tell your supervisor or administrator. They can contact GoDesk support at help@godesk.co.ke.
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