At devcrm.it, we manage all customer orders as tasks in EspoCRM. Over time, we encountered a recurring issue: task descriptions were often inconsistent, incomplete or empty. Employees sometimes forget to gather important details from clients during task registration phase. As a result, technicians working on these tasks faced delays or needed to follow up for missing information. Additionally, reporting on task trends or service demand became difficult without structured data.
To solve these challenges, we implemented a custom task categorization system in EspoCRM – a solution that has significantly improved our internal processes and service delivery.
Our Solution: A New Entity for Task Categories
We developed a dedicated entity in EspoCRM to manage task categories. This entity includes:
- Category name
- Parent category (for subcategories like Development → Feature Implementation)
- Category description
- Task description template
Each task can now be linked to a specific category via the detail view. If a task’s description field is empty, a custom JavaScript script automatically populates it using the category’s template. This ensures that every task includes all the necessary information—right from the start.
Benefits of Structured Task Categories in EspoCRM
This enhanced system brings multiple benefits:
- Consistency and completeness in task descriptions
- Faster technician response time due to clear task details
- Improved reporting on task volume by category
- Enhanced client experience with fewer follow-ups
- Better public presentation, as we now show task icons based on categories on public-facing pages
By categorizing tasks like Development, Bug Fixing, Integrations, Training, Consultations and much more, we now have a clearer view of customer demand and internal workload.
What’s Next: Smarter Opportunity Management and Client Forms
We’re already working on linking opportunities to these task categories to ensure all relevant information is captured early in the sales process. Eventually, we plan to let customers submit tasks through dynamic web forms, with category-based prompts guiding them to provide accurate and complete data from the start.
Why It Matters for Your Business
If your company is struggling with task management, inconsistent data, or inefficient workflows, customizing EspoCRM with task categories can be a game-changer. At devcrm.it, we’ve not only implemented this solution for ourselves but also helped other clients structure their CRMs for optimal performance.
Let Us Help You Streamline Your CRM
Interested in implementing a similar solution in your CRM? Our team specializes in EspoCRM customizations, including task templates, JavaScript automation, and workflow optimization.
👉 Contact us today to discuss how we can help tailor EspoCRM to your business needs.
