The Task Groups feature allows you to create named groups of users that can be used for task and goal assignments. If you run an organization where different team members are managing different lifecycle stages of an account or have varying responsibilities, this feature will help you distribute work items with clear boundaries and more flexibility.
How Task Group Assignment works in Freshdesk Customer Success
Let us consider two sets of users as below:
1. Set A - Account owners: A set of users is assigned to the accounts. Typically these are the CSM owners of the account. There could be multiple owners.
2. Set B - Task Group: A set of users is assigned to the task group. Typically these users perform a specific function, like 'Onboarding Specialist' or ' Renewal Manager'. Members of the task group MUST also be assigned to the account as account owners.
Freshdesk Customer Success will look for the intersection of the account owners and assigned task group users to set the owner/watcher of a task. When that task group is assigned to a goal or task, the intersection of the CSM owners (A) and the Task group (B) is taken by Freshdesk Customer Success. When automation creates a task or goal on an account, there are a handful of scenarios that dictate who the task/goal is assigned to.
If the task/goal is not associated with a task group, then the following rules are followed:
If an account has one user assigned, then the task/goal is assigned to that user
If an account has multiple users assigned, then the task/goal is assigned to a user at random.
If the task/goal is associated with a task group, then the following rules are followed:
If only one user from that task group is assigned to the account, the task/goal is assigned to that user
If no users from that task group are assigned to the account, the task/goal is assigned to the owner of the account.
If multiple users from that task group are assigned to the account, then the task/goal is assigned to a user at random.
When the task/goal is deployed manually on an account, the task/goal is always assigned to the User performing the action.
For example, you can create an onboarding CSM task group with the Onboarding Managers and assign this group to the Onboarding Goal for managing the account onboarding processes. The task/goal would be assigned to these Onboarding Managers only when they are assigned as the owners (CSMs) of the account.
How to create a Task Group
To create a new task group, go to Settings -> Management Center -> Task Groups.
Click "Add New Group"
Specify Group name
Add CSM users
You can include either one or multiple users in a task group. In the case of only one user in a group, the user will become the owner of the task to which he/she is assigned.
In the Goals configuration page, you can select a preferred task group for the goal or a specific playbook task within the goal.
In the alert configuration page, you can select a preferred task group for the alert task.