Task types

Task types are the kinds of work your team logs, such as a site survey, an installation or a breakdown call. Each type has a default priority and duration that pre-fill the task form. The same tab also holds your Complaints settings.

Go to Settings › Task types.

1. New task type: add a kind of work.
2. Defaults: the priority and duration that pre-fill the task form.

The pencil edits a type and the bin removes it. Suriya Solar’s starter pack added these task types:

Task type	Default priority	Default duration
Site survey	Medium	60 min
Installation	High	480 min
AMC visit	Medium	90 min
Panel cleaning	Low	60 min
Breakdown call	High	90 min
Internal issue	High	—

Tip

Set the duration close to the real time on site. It pre-fills every new task of that type, so your team’s day plan adds up.

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Add a task type

1. Click New task type.
2. Fill in:
   • Label: for example Site visit.
   • Key: lowercase letters, numbers and _ only. It can’t change later.
   • Default priority: starts at medium.
   • Default duration (minutes): for example 60.
3. Click Create type, or Cancel.

To change a type, click its pencil and then Save changes. To remove one, click the bin and confirm Remove task type.

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Set complaint response times

The Complaints card sits below the task types. It sets how fast a breakdown call must get its first response, how customers raise one, and the closing message.

1. Click Edit on the Complaints card.
2. Fill in:
   • First response within (AMC customers): in minutes. Empty uses 30 minutes.
   • First response within (chargeable): in minutes. Empty uses the AMC target.
   • Raise from WhatsApp: off at first. When on, only customers with an active AMC can raise a complaint, and only when they tap “Report a problem” or send exactly one of the trigger words. Other messages never become complaints.
   • Trigger words: comma separated, up to 10, for example report a problem, breakdown. The whole message must match; case doesn’t matter.
   • Send a closing message: ticked by default in the Close dialog. Staff can untick it per complaint.
   • Closing template: the WhatsApp template sent when a complaint is closed.
3. Save your changes.

Important

If the closing template isn’t approved by Meta yet, the closing message goes only when the customer wrote in the last 24 hours.

Note

Complaints by email shows an address you can copy, when it’s set up for your account.

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Where it shows up

• The task type, priority and duration pre-fill new field jobs.
• The response targets drive the clock on each complaint.
• A stage step Create a task can use a task type. See Record types and stages.

Good to know

• Owners and Admins can open this tab, if your plan includes tasks.
• No task types yet? Add one, or install a Starter Pack to seed a set.

What’s next?

• See field jobs
• Add your technicians

Related articles

• Complaints
• Appointment types