As mentioned previously, we are not using ClickUp in every way that ClickUp intended. In some ways, we have modified it to suit our needs. ClickUp’s support is awesome, and they have proven very proficient. However, their usual recommended workflow is sometimes different, and thus it is important to understand how in order to communicate with them.
The confusion (which is rare and small) ultimately boils down to the fact that we are treating every task as a patient. ClickUp is used to treating every task as a short-term actionable item. Therefore they see the task as open for a period, and then closed and you move on. However, we see a task as a patient – complete with crucial data that we need to serve them best. In fact, we never truly “close” a task. We just move it to an “end of the line” list. How does this play out with customer service, knowing that we do not use tasks the way they intended? Here are a couple of examples of areas that we have broke the mold:
ClickUp assumes that you will work with a task, track time to it, and then move onto the next task. However, we need to track time for an employee to a service line – not to a particular task (patient). That would be to burdensome for our RTs. As such, we had to re-invent how we track time in ClickUp. We did this by setting up employee-specific tasks for each service line, that simply stay open and which we continually track time to. Take a look at the image below.
As you can see, this is a break from how ClickUp expected their time-tracking to function.
ClickUp assigns employees using a very interesting method. However, we are currently unsure how to report long-term assignments, and because of this, we have opted to use drop-down custom fields with employee names, in conjunction with list permissions, in order to assign and track certain information. In short, we do not use ClickUp assignments. This may change in the future, if we determine that there are long-term ways to track task actions to a specific assignee. But for now, we are unsure of this.
Ultimately, we want to be able to run a report on all patients that had some form of process completed by the employee and role. For example, all patients that were scheduled by Jane Doe, even if they have currently moved past Jane Doe’s role, the RT setup/adherence roles, and have even completed the program. If we used ClickUp’s “assign” functionality, we are unsure we could run these kind of reports. Because of this, we mark an rtNOW employee at each stage in the patient process as our employees do the work via custom fields, and these custom fields don’t change – ever. For example, the scheduler will assign their name for the drop-down custom field called “Scheduler”. The rtNOW Setup employee will have their name assigned under the drop-down custom field for “rtNOW Therapist”. And on and on.
This enables us to run reports on which employees had which patients during any part of the process. Something we do not at this time believe is possible with ClickUp’s native “assign” functionality. Keep in mind that our knowledge is growing, as well as ClickUp’s functionalities. They are responsive to feedback, and it is entirely possible such functionality will be integrated into their “assign” native functionality in the future. But for now, this is how we mark which employee is doing very specific tasks.