Help Desk & Task Management

Orgo's help desk transforms member support from scattered communications into a streamlined, responsive system that significantly enhances the member experience. When members submit inquiries through the help portal, web forms, or email, the platform automatically categorizes and routes each request to the appropriate support team based on customizable issue types.

This intelligent routing ensures questions reach the right expertise immediately, eliminating transfer delays and reducing initial response time. The centralized conversation history ensures context is preserved even when multiple team members assist with a single inquiry, preventing the frustrating experience of members having to repeat information. For supporters, the complete history view provides crucial context about the member's previous interactions, account details, and specific situation, enabling more personalized and informed responses.

The status tracking gives members transparency into their request progress, while automated updates keep them informed without requiring manual follow-up from staff. Organizations implementing the help desk system report higher member satisfaction with support interactions compared to email-based or ad-hoc approaches, creating significant improvements in overall member experience and retention.

Orgo's task management system is specifically designed to handle the unique requirements of organizational structures with multiple local chapters, committees, and working groups. Each group receives its own dedicated task workspace with customizable workflows that match their specific processes. Within these workspaces, tasks can be organized into projects, initiatives, or categories relevant to that group's responsibilities. 

The permission system ensures appropriate visibility, committee members see their group's tasks, chairs have management capabilities, and organizational leadership can maintain oversight across all groups when needed.

The cross-group view allows designated coordinators to see work happening across different committees, identifying dependencies or collaboration opportunities. The template system allows for the creation of standardized task structures that can be deployed across multiple groups for organization-wide initiatives while still allowing local customization.

For organizations with matrix structures, tasks can be simultaneously categorized by both functional area and project, providing multiple navigation paths. This flexible yet structured approach ensures each group maintains clarity around their specific responsibilities while preserving appropriate coordination and visibility across your entire organizational ecosystem.

Orgo provides exceptional customization capabilities for both help desk and project workflows, recognizing that different work types require distinct processes. For each project or support category, you can define completely custom workflows with appropriate statuses, transitions, and responsibilities. For example, event planning might use stages like "Planning," "In Progress," "Final Review," and "Complete," while technical support could use "New," "Investigating," "In Development," and "Resolved."

Each workflow can have different required fields, automatic assignments, and notification triggers based on its specific needs. The visual workflow editor allows creating these custom processes without technical expertise, simply drag and drop stages and define the connections between them. These workflows can be saved as templates for similar future projects or support categories, building a library of optimized processes.

The system also supports conditional stages that appear only when relevant, creating adaptive workflows that match each situation's complexity. This exceptional flexibility ensures your digital workflows accurately reflect your real-world processes rather than forcing your organization to adapt to rigid, predefined systems.

Orgo seamlessly integrates robust discussion capabilities directly into the task and help desk system, creating contextual conversations that eliminate the fragmentation between work tracking and communication. 

Each task and support ticket includes a dedicated discussion thread where all relevant communication occurs directly with the work item. This integration preserves complete context, conversations include visual reference to the task details, history, and status, eliminating confusion about which issue is being discussed.

The discussion system incorporates all the rich features of Orgo's main discussion platform, including real-time updates, reaction emojis, and comprehensive media sharing with image galleries and video playback.

Team members can attach screenshots, documents, or explanatory videos directly to tasks, making complex information easily understandable. The elastic cloud upload system handles files of any size, from small documents to large design assets or video recordings.

All communication stays with the task throughout its lifecycle, creating a complete record that remains accessible for future reference. This unified approach eliminates the common problem of crucial information being scattered across multiple systems, ensuring decisions and context remain connected to the work they relate to.

Orgo provides flexible options for external interaction with your help desk and task system, balancing accessibility with appropriate boundaries. The member help portal allows organization members to submit support requests through an intuitive interface, attach relevant files or screenshots, and track the status of their inquiries in real time.

For public-facing organizations, the configurable web form can be embedded on your website, allowing non-members to submit inquiries that flow directly into your help desk workflow. When appropriate, external stakeholders like vendors or partners can receive limited access to specific projects or tasks relevant to their involvement, without exposing your broader organizational information.

The email integration allows team members to create or update tasks via email, particularly useful for mobile or field situations where web access might be limited. For complex support situations, the screensharing and recording tools allow capturing visual information that helps resolve issues more efficiently.

The public status page option provides transparency for system-wide issues or initiatives without requiring login access. These flexible external touchpoints ensure your help desk and task system remain appropriately accessible to relevant stakeholders while maintaining necessary security boundaries around internal operations and sensitive information.