How to Use the To-Do Lists in ServiceAI

ServiceAI includes a simplified To-Do list system for tracking action items directly within the platform. This basic task management tool lets you convert service desk insights into trackable tasks without switching to external systems.

• Understanding ServiceAI's To-Do System
• Accessing and Creating To-Dos (in Two Ways)
  • Method 1: Direct Creation of To-Do Tasks
  • Method 2: Contextual Creation of To-Do Tasks
• Managing To-Dos
  • Status and Priority System
• Best Practices and Usage Examples
  • Write Clear, Actionable Subjects
  • Use Consistent Categories
  • Regular Maintenance
  • Strategic Integration

Understanding ServiceAI's To-Do System

ServiceAI's To-Do functionality is intentionally simple - it's designed for basic task tracking, not comprehensive project management. The primary value is converting observations from your service desk analysis into actionable tasks without losing context.

To-Dos can be assigned to team members within ServiceAI for basic task distribution. The system operates as "check when you log in" - it doesn't send notifications, making it suitable for routine tasks but not urgent escalations.

Accessing and Creating To-Dos (in Two Ways)

To access the to-do lists, click the Checkbox icon in the top navigation bar. This will take you to a grid that shows you a view with all To-Dos, as well as filtering and sorting options.

Method 1: Direct Creation of To-Do Tasks

You can quickly add a manual to-do task directly in the system and assign it to an agent (including yourself).

1. Navigate to To-Do list via the checkbox icon in the top navbar
2. Click Add To-Do
3. Complete the form:
   • Subject, Status (New/In Progress/Completed)
   • Priority (Low/Normal/High), Category (your custom text)
   • Assignment, completion date, and detailed notes
4. Click Create

Method 2: Contextual Creation of To-Do Tasks

Throughout ServiceAI, you can use the Share buttons on tickets, companies, users, or agents to quickly add a to-do task.

1. Click the Share button in any section
2. Select To-Do tab
3. Review the pre-populated subject and add notes (if you choose)
4. Set assignment and priority
5. Click Share

Contextual creation automatically captures relevant details (ticket numbers, company names) and includes links back to the original location where the to-do was created.

Managing To-Dos

Status and Priority System

• Status: New (blue), In Progress (yellow), Completed (green)
• Priority: Low (green), Normal (blue), High (red)
• Categories: Custom text for organizing tasks
• Assignment: Assign to any ServiceAI team member

Best Practices and Usage Examples

Write Clear, Actionable Subjects

• "Review Agent: Aaron Chisling's performance issues"
• "Create billing portal documentation"
• "Investigate recurring login issues for Company XYZ"

Use Consistent Categories

• "Documentation" for article creation
• "Agent Review" for performance items
• "Client Follow-up" for relationship tasks

Regular Maintenance

• Check To-Dos regularly during your ServiceAI workflow
• Update status promptly
• Complete or delete outdated items

Strategic Integration

Use To-Dos to bridge ServiceAI insights and action:

• Convert low RPS scores into documentation tasks
• Turn performance observations into review To-Dos
• Transform analysis findings into follow-up actions

Remember: This is a basic task tracking system designed for ServiceAI workflow integration, not comprehensive project management. Use external tools for complex project coordination.