Support and operations project template

Who this support and operations project template is for

It's for support, customer service and operations teams that need to organize the routine and, at the same time, improve the process: document how things are handled, build a knowledge base, define response times. It's the team that fights fires all day and never has time to write down the procedure.

The template separates the two things into different workstreams, so the work of building structure isn't swallowed by the urgent work.

How the project comes set up

When you create your account and choose the Support / Operations template, Tasskee creates the project with five statuses, in this order:

1. To do;
2. In service;
3. Follow-up;
4. In approval;
5. Resolved.

The two workstreams are Customer service and Processes and knowledge. The four sample tasks, in the table above, are map customer service processes, create a knowledge base, define response SLAs and review customer satisfaction. Three of them are in Processes and knowledge and one is in Customer service. The template doesn't create a sprint.

How to adapt it to your team

Suggestions for adapting it:

• An improvement project, not a queue. Use this project for the work of structuring operations. The day-to-day queue is better handled in tickets, described below.
• Workstreams per service. If the team supports different products, create a workstream per product.
• One task per procedure. Each knowledge base article is a task: draft, review, published.
• SLA by priority. Define the first-response and resolution times for each urgency level, and write them on the SLA task.

Tasskee features that go well with the template

For the customer service queue, Tasskee has tickets: its own queue, its own statuses, due dates and SLAs, and a public form for opening them. If you serve customers by message, you can add Customer Service, a paid per-channel add-on with WhatsApp, email, an AI agent and a satisfaction survey, which works alongside the Pro or Max plan.

Automations help you send a notice when something stalls, and reports show the load per person. To understand the concept behind the SLA task, read the SLA guide; for a practical example, the post on customer service SLAs in practice. If your company provides IT support, see IT and managed support.

A simple agreement for operations

Set aside a fixed time each week, even a short one, for the Processes and knowledge work. Without that protected block, the structuring workstream never moves forward, because customer service always seems more urgent. The board shows, week by week, whether the agreement is being kept.

How to get started

The template is chosen at signup, when you create your account: in the onboarding step, choose the Support / Operations template and the project appears already set up. The trial lasts 15 days with Pro unlocked, no card required.