Public view of tasks
🟥 The public/internal function in Leadtime separates internal discussions from customer communication and optimizes the workflow.
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In Leadtime, the Public/Internal function enables targeted communication and collaboration with external users, i.e. customers or partners who participate in the ticket system as guest users. This distinction is particularly important in external projects, as it ensures that internal discussions and work steps can only be viewed by the company's employees, while the customer only receives information relevant to them.
Purpose of the Public/Internal function
Internal view
Public view
In projects where customers are involved as guest users, it is crucial to create a clear separation between internal discussions and external communication. Customers usually only want to be informed about the progress of their requests without being involved in the internal processes and discussions that take place behind the scenes. The "Public/Internal" function enables exactly that:
- Public communication: customers see all comments and status updates marked as "public" that are relevant to them. This primarily includes progress reports, queries and the final completion of a task.
- Internal communication: All comments that are not marked as "public" remain invisible to the customer. This function enables the internal team to conduct queries and discussions about the ticket internally without the customer being able to see them.
Using the function in practice
The use of the public/internal function is easily and efficiently integrated into the workflow. The following describes how this function can be used:
- Creation of a ticket by the customer:
- The customer creates a ticket in an external project to report a task or request. This ticket then appears in the company's system and an account manager receives it.
- Internal discussions and processing:
- The ticket is then processed internally. Employees of the company, for example a developer, can ask questions or discuss the status of the task internally. These internal comments are not visible to the customer.
- Example: The developer has a query about the technical implementation. He addresses this question internally to the account manager without the customer being involved.
- Status updates and public communication:
- Despite the invisible internal communication, the customer can track the progress of the ticket, for example through status changes or assignment to new agents. However, these changes are only displayed in the form of status updates, not in terms of content.
- As soon as relevant information is to be passed on to the customer, it is marked as a public comment. For example, the customer advisor can report the completion of the task publicly.
- Notification of completion to the customer:
- Once the task has been completed, the customer advisor returns the completion of the task to the customer in a public comment. From this moment on, the customer can view the final information and is informed by notification.
Example workflow
A typical scenario in an external project could look like this:
- Customer reports a problem: The customer notices that a search function on the website is not working properly and creates a ticket. This ticket is automatically assigned to the account manager.
- Internal processing: The account manager assigns the ticket to a developer. The developer checks the problem, asks the account manager questions and works on a solution. All these steps are documented internally, but are invisible to the customer.
- Conclusion: Once the developer has solved the problem, he passes it on internally to the account manager. The account manager checks the solution and reports the completion of the ticket back to the customer as a public update.
- Customer receives notification: The customer sees in their dashboard that the problem has been solved and can read the customer advisor's public comment.
Advantages of separating internal and external communication
- Efficient collaboration: By being able to discuss tickets internally without unnecessarily involving the customer, tasks can be processed more efficiently.
- Transparency for the customer: The customer always remains informed about the progress of their requests without being burdened with unnecessary details.
- Protection of internal information: Sensitive or complex internal discussions and technical details remain internal and do not have to be disclosed to the customer.
Overall, the distinction between "public" and "internal" in Leadtime offers a flexible and transparent way to communicate efficiently with customers without disrupting internal processes.