Activities Overview

Activities help agents organize work that supports customer service beyond the ticket conversation itself.

The Activities area brings together tasks, calls, and events so agents can plan follow-ups, track commitments, and relate work to other Helpdesk records.

Activity types

The Helpdesk supports several activity types:

• Tasks for work that needs to be completed.
• Calls for telephone-related follow-up or communication.
• Events for scheduled meetings or other calendar-based work.

Each activity type may contain information specific to its purpose.

Related records

Activities can be associated with supported Helpdesk records such as contacts, companies, and tickets.

Linking activities to the correct record makes it easier to understand why the activity exists and which customer or service request it supports.

Ownership and timing

Activities can include ownership, status, priority, start dates, due dates, follow-up dates, and other scheduling information.

Good practices

Create activities when there is a real action to track. Use clear subjects, accurate due dates, and the correct related record so another agent can understand the context without additional explanation.