Forum Discussion
Shared account: can I use Planner to assign task?
Hi friends, in our little tenant (5 people in total) all emails arrive in info@mycompany.it. We are consultant and most questions require answers in short time. We all have private accounts, but w...
My suggestion would be to use Microsoft Flow along with Planner as you receive most of the tasks via email. You can set a Flow to create a task in Planner when users flag it from mailboxes.
SanthoshB1 wrote:My suggestion would be to use Microsoft Flow along with Planner as you receive most of the tasks via email. You can set a Flow to create a task in Planner when users flag it from mailboxes.
Thanks but the scenario is a little bit complicated, we have 1/2 boss that asked to be able to assign task to others. I dont' understand it it is possible with your solution, since outlook I'm not sure can understand WHO flag an email....
In other words:
- Any user (also the boss) can pick a non-assigned email and assign it to himself
- The boss should be able to:
- assign or co-aasign non-assigned email
- de-assign previous assigned email
- monitor the progress of all task, prioritize some etcc..
thanks for any suggestions
stefano
Hi Stefano, I my opinion we have used Microosft Planner to manage support tickets we receive via email which saved us a lot of time involved in implementation and training. Moreover I like Planner because it is available in Office 365 ecosystem. Below is the write up which explains how we leverage Planner to manage tickets.
We receive support tickets from end users via email and create task for each ticket with unique task name for each task with the original email along with documents attached in email to tasks and assign it to respective support engineer. In this process we have created 6 buckets to group the tasks. The support engineer will then reassigns it to concern product manager if needed. Once the product team worked on this the status will be changed to completed and reassign it to support engineer and task will be kept in same bucket. Support engineer will then respond to customer and move task to next bucket. Once the customer responds the task will be marked as completed and moved to Closed tickets bucket. There are some cases in which we need follow up with customer and those will be moved to separate bucket. We have used tags to mark the product name the task is related to. Comments section in each ticket helped us a lot to review the details as well as the tasks assignment. We have used Office 365 Groups search capability to find the related tickets for a customer.
We use 'Group by' option to track the status of tickets. As we have given unique task name for each task it becomes simple for us to track the status for each ticket. Also 'Planner Hub' helped here to find the Tickets that are overdue.Hope this helps.
-Santhosh.
Hi Stefano, I my opinion we have used Microosft Planner to manage support tickets we receive via email which saved us a lot of time involved in implementation and training. Moreover I like Planner because it is available in Office 365 ecosystem. Below is the write up which explains how we leverage Planner to manage tickets.
We receive support tickets from end users via email and create task for each ticket with unique task name for each task with the original email along with documents attached in email to tasks and assign it to respective support engineer. In this process we have created 6 buckets to group the tasks. The support engineer will then reassigns it to concern product manager if needed. Once the product team worked on this the status will be changed to completed and reassign it to support engineer and task will be kept in same bucket. Support engineer will then respond to customer and move task to next bucket. Once the customer responds the task will be marked as completed and moved to Closed tickets bucket. There are some cases in which we need follow up with customer and those will be moved to separate bucket. We have used tags to mark the product name the task is related to. Comments section in each ticket helped us a lot to review the details as well as the tasks assignment. We have used Office 365 Groups search capability to find the related tickets for a customer.
We use 'Group by' option to track the status of tickets. As we have given unique task name for each task it becomes simple for us to track the status for each ticket. Also 'Planner Hub' helped here to find the Tickets that are overdue.Hope this helps.
-Santhosh.
I agree with Paul Cunningham. It sounds like you have a support or Service Desk, and there are no shortage of products that would help you ... but planner/outlook is not the best combination.
You should indeed consider a help desk system, like Paul recommended. It would do everything that you asked for, including the ability to track who assigned, responded or moved a message.
If price is an issue there are a number of free or low cost options:
1. In our office we have used Support Center Plus from Manage Engine (hosted on a VPS)
2. Zoho Desk has free, but feature limited option
3. FreshDesk, similarly, has a feature limited option that is free for 3 users
4. Teamwork Desk - my recommendation - is $20/full agent, but allows free "lite" agents for those that reply to less than 10 tickets per month (like a supervisor), so you may not need to pay for all your users.
Hope this helps.
Luis
