- Tickets and tasks are different things: the ticket is the fault or request, the tasks are the steps to resolve it.
- AVDesk tasks have a where (site, room or asset) and a who, with checklists whose items can each be assigned to a different person.
- Tasks link to tickets through the ticket picker, so no work is orphaned and closing the ticket shows what was done.
- 'Assigned to you' lanes on the dashboard and the follow-up dashboard with reminder emails make sure the lamp actually gets ordered.
Tickets aren't tasks
A support desk records that something is wrong and who's responsible for fixing it. It's a bad place to record the steps: the part to order, the contractor to book, the preset to rebuild, the room to re-check on Friday. Teams put those in chat, in a personal to-do list, on a whiteboard, or nowhere. The ticket sits open for three weeks because the work behind it lives somewhere the ticket can't see.
AVDesk separates the two and links them. The ticket is the fault or the request. The tasks are the work, and each one points back at the ticket it serves.
A task with a where
AV work happens somewhere. AVDesk tasks are site tasks: each one belongs to a site and can be pinned to a room or an asset. "Replace the lamp" is a task on the theatre projector; "Run the pre-event check" is a task on the ballroom; "Order spare batteries" is a task on the site. That location is what lets a technician walking into a room see what's due there, and what lets the AV manager see the tasks stacking up on one building.
Checklists with people on the items
Most AV work is a list. A pre-event check is twelve items; a room rebuild is thirty. AVDesk tasks carry checklists, and each checklist item can be assigned to a different person. The event lead owns the task; the lectern microphone test is on the day tech, the streaming encoder on the casual who's done it before, the confidence monitor on whoever is nearest. Items are ticked off from a phone in the room, the task shows its progress, and the lead sees the check finish without a radio call.
Linked to the ticket
Every task can link to a ticket through the ticket picker, and a ticket shows the tasks that serve it. That's the difference between "the ticket is open" and "the ticket is open because the lamp is on back-order and the swap is booked for the 14th". When the last task completes, the ticket closes with a record of what was actually done, against the asset, where the history is useful.
The first screen of the day
The dashboard's "assigned to you" lanes pull together everything with your name on it (tickets, maintenance jobs and tasks) across every site you can see. Technicians don't open three modules to find their day. Managers see the same lanes for the team, which is how the ballroom check that nobody started becomes visible at 7am rather than at doors.
Follow-ups that follow up
Some tasks are really reminders: chase the supplier on Thursday, re-check the room after the firmware update, confirm the contractor's invoice matches the job. AVDesk's follow-up dashboard gathers the tasks that are due or overdue, and a follow-up email lands in the assignee's inbox so the chase happens. Tasks that belong to everyone at a site (the standing "before you leave" list) live alongside the personal ones.
What goes where
| It's a… | When | Example |
|---|---|---|
| Ticket | Something is wrong or someone needs something, and it has an SLA | "Theatre projector is dim" from a QR scan; "Lectern mic dead" from monitoring |
| Task | A step, a checklist or a reminder, usually serving a ticket or an event | "Order lamp", "Pre-event check: ballroom", "Chase supplier Thursday" |
| Maintenance job | Scheduled or ad-hoc works on a room or an asset, often with a contractor and photos | "Quarterly theatre service", "Re-terminate rack 2 patching" |
The three link to each other and to the same rooms and assets. Maintenance is covered in scheduling, assigning and closing maintenance works; tickets in what an AV support ticketing system should do.
Chat threads, kanban boards, or the platform
A chat thread is where tasks go to be forgotten. A kanban board is better, but it doesn't know which projector the card is about, can't link to the ticket, and isn't where the technician already is. Tasks inside the AV platform are keyed to the rooms and equipment the team already works on, assigned to the people already rostered, and visible on the screen the day starts on.
The ticket says what's wrong. The task says what's being done about it, by whom, by when. Keep them separate and link them, and the lamp gets ordered.
Tasks are one module of one platform for AV support teams. Book a demo and bring your whiteboard.
