The activity system in Retino allows you to effectively organize, schedule, and track tasks related to individual tickets. This system functions as an integrated to-do list directly within the application, helping teams stay on top of all necessary steps in processing customer requests.
How Activities Work
Activities represent specific tasks that need to be performed in connection with a ticket. Each activity includes:
Name - a concise designation of the task
Description - more detailed information about what needs to be done
Deadline - the date by which the task must be completed
Assigned User - the person responsible for completing the task
Status - open or closed
Files - the ability to attach relevant documents
Activities are always linked to a specific ticket and help structure the workflow for resolving it.
Activity List
In Retino, you have a clear list of all activities that you can filter by various criteria:
Activities in the next week - displays tasks with deadlines within the next 7 days
Today's activities - displays tasks with deadlines for today
Activities with deadlines in more than a week - displays tasks with deadlines in more than 7 days
Delayed activities - displays tasks whose deadlines have already passed
All activities - displays the complete list of activities
You can further filter the list by assigned user, status (open/closed), and completion deadline using advanced filters.
Creating and Managing Activities
You can create an activity directly from the ticket detail by clicking the "Activity" tab in the content addition section. When creating an activity, you enter:
Activity name
Description (optional)
Completion deadline
User to whom the activity will be assigned
Any files related to the task
You can edit existing activities, mark them as completed, or delete them through the context menu for the given activity in the list.
Connecting with Automation
One of the most powerful features of the activity system is the ability to automatically create them as part of automated processes. In the Settings > Automation you can define rules for automatically creating activities for specific events, such as:
Creating an activity when a ticket status changes
Creating an activity when a specific tag is added to a ticket
Creating an activity when the deadline of another activity expires
Creating an activity when the assigned agent changes
Example of Automation with Activities
Imagine a scenario where you need to automatically create an activity for checking the returned shipment after receiving it for every warranty claim:
Triggering event is a change in ticket status to "Warranty Claim - Waiting for Return"
Condition is that the customer selected a shipping carrier that you track in the system
Resulting action of this automation is to create an activity "Check Returned Shipment" with a deadline of 2 days from the trigger time, assigned to the relevant agent
Practical Examples of Activity Use
The activity system in Retino can be used in many ways, for example:
1) Tracking Steps in the Warranty Claim Process
For each step in the warranty claim process, you can create a separate activity with a completion deadline:
Contacting the customer for additional information
Checking the returned shipment and assessing the claim
Sending the item for repair
Creating and sending a credit note
2) Reminders for Important Deadlines
Activities can serve as reminders for important deadlines:
Reminder for claim resolution according to the law
Checking payment after invoice sending
Follow-up communication with the customer after resolving the ticket
3) Delegating Tasks Within the Team
You can manage work distribution within the team by assigning activities to specific team members:
Assigning the check of returned shipments to the warehouse worker
Assigning the issuance of a credit note to the accountant
Assigning communication with the customer to the customer support agent
4) Real-World Example
You can use activities to manage the entire warranty claim process:
After creating a warranty claim, an activity "Check claim content" is automatically created and assigned to the warranty department manager
After changing the status to "Waiting for return", an activity "Check shipment delivery" is created with a 7-day deadline
After changing the status to "Goods received in the warehouse", an activity "Assess the claim" is created and assigned to the technician
After resolving the claim, an activity "Check customer satisfaction" is created with a 14-day deadline from the ticket closure
This system provides an overview of all steps in the warranty process and allows you to effectively track deadlines and responsibilities.
Benefits of Using Activities
Overview - you always know what tasks are ahead of you and which ones you have already completed
Prompt Notifications - thanks to deadlines, you won't forget important tasks
Clear Responsibility - each team member sees which activities they are responsible for
Efficiency - integration with automation saves time on routine tasks
Performance Tracking - ability to track how quickly different types of activities are completed
The activity system is fully integrated into Retino and serves as a central place for organizing your team's work in resolving tickets.