Summary
We’ll cover how to configure and manage Tasks in Planhat. You'll learn how to streamline task management by setting up key Task Fields, organizing them in Profile Templates, applying Global Filters, and using Task Metrics to track progress and performance.
Who is this article for?
Planhat builders/admins who configure their tenant for their team (e.g. CS Ops).
This article is part of the Data Models Course.
Article Contents
Introduction
The Task Model is used for scheduling and tracking actions. Tasks can be created manually or triggered automatically through workflows or automations. Once a task is completed, it turns into a Conversation.
Key System Fields
First, we have basic Task fields such as:
Main Type (list) - a list field that gives you two options: "Task" and "Event". If you would like to plan a meeting or customer event and push it to Google Calendar then you would use "Event". For everything else, you would use "Task".
Involved Contacts (End Users) - displays End Users that are involved on the Task/Event. When an End User is selected, the Task/Event will appear on the End User's Profile.
Repeat Interval (list) - displays several different repeat options. When you create a Task, you can automatically repeat the Task in a day, week, month, year, etc. by using this field.
Repeat Interval (days) - when you select "custom" from the list field "Repeat Interval", a number field will appear (e.g. if you would like the task to repeat in three days then you would input "3").
Shared (toggle) - a checkbox field that enables the Task to be shared on the Customer Portal.
Status (list) - e.g. Done, Ignored, Blocked, In-Progress, Pending Customer, To Do. Typically, each status would be color coded for ease of reference (e.g. Done is green, Blocked is red, etc.). For instructions on Color Coding, see this Help Center article.
Start Date - the Task's start date
End Date - the Task's end date
Field Groups
Now that you have an understanding of the Key Fields, let’s look at how to group them in a logical way. This will display those fields in Previews (as well as full page profiles) for Tasks. We recommend a set up as below.
For more information on Field Groups, take a look at Help Center Article: Field Groups.
Create Form
To ensure your data stays clean, it’s important you make fields mandatory for creation. We recommend the following at a minimum to enable you to manage your Tasks in the best way.
Common Global Filters
As we've learned, Global Filters are custom segmentations of your license data, created centrally and applied across Pages, Workflows, and Reports. This enables you to create some standard views for your Tasks, to ensure everyone has the same definition.
In the example below, I decided to focus on my high value customers. As such, I created a Board Page and used the Global Filter for High Priority / Enterprise Tasks in order to focus on and progress these tasks.
Here are some of the most commonly used Global Filters:
Churn Prevention Tasks - displays all churn prevention Tasks
High Priority / Enterprise Tasks - displays all high priority / Enterprise tasks
Onboarding Tasks - displays all Tasks related to Onboardings
Project Tasks - displays all Tasks related to Projects
Renewal Tasks - displays all renewal Tasks
Tasks this week - displays all Tasks for current week
Tasks with no status - displays all Tasks without a status
Useful Metrics
These metrics help you monitor task volume, completion rates, overdue items, unscheduled work, and scheduled Events to gain insight into team activity and priorities.
Tasks Created - all Tasks created, can also trend this over time
Tasks Done - all Tasks completed, can also trend this over time
Tasks Overdue - all Overdue Tasks, can also trend this over time
Tasks Pending Someday - all Pending Someday Tasks, can also trend this over time
Events - all events, can trend this over time