Tasks Management in Hitch was created to help Administrators stay organized and efficient when assisting Hitch orders from start to finish. It allows you to see the progress of any order in real time and generates tasks and task lists to help manage your actions.

In Transit Tasks

Other Possible Order Flows

Types of Tasks and Task Views

There are three types of tasks:

Auto generated: Created by the system and based on a timer.
Manually generated: Created by a Hitch Admin within the order.
Transporter generated: Created by the Transporter, typically an order update.

Tasks can be seen in multiple different tables and views. It’s important to view tasks in the correct areas and understand the type of task to determine the action(s) that need to be made.

Use the following views, shown below, to navigate and work tasks:

All Tasks (Dashboard View)
My Tasks (Dashboard View)
ALL TASKS (Task Logs View)
FOCUSED VIEW (Task Logs View)
ORDER CHANGES (Task Logs View)

Click here for more information on task lists and task logs.

Initial Tasks

Communication Follow-up Task

The Communication Follow-up task appears automatically when an order is created and is primarily for documenting communications with Customers.

Working the “Communication Follow-up” Task

Navigate to All Tasks and assign the Communication Follow-up task.
After assigning the task in All Tasks, navigate to My Tasks.
The Communication Follow-up task will appear to be used as needed.

Verification (REPO Only) - Task

The Verification task is an auto generated task that appears on Repo orders once they are created.

Working the “Verification” Task

Navigate to the Verification task.
Verify that the vehicle in the order is ready to be picked up.
Once verified, Close the task.

Available Status Tasks

Source // PU to DO - Task

After the Communication Follow-up task is taken care of, the order will be in the Available status. A Source task will be auto generated by the Hitch system based on set timers. This task can also be manually generated right after the order is created.

Working the “Source // PU to DO” Task

Navigate to the Source // PU to DO task.
The Source // PU to DO task is to be manually assigned. Once assigned, follow-up tasks will auto assign to the same assignee. If necessary, manually create one of the following subtasks:
- Escalation - Sourcing Task
- Post to CD
  - Check with your Supervisor or Manager on who to assign the subtask to.
  - Post a comment once the order has been posted to CD.

Post to CD - Subtask

Post to CD (Central Dispatch) is an optional subtask. Most accounts will use this task and it must be manually assigned. Check with your Supervisor or Manager on who to assign this task to.

Working the “Post to CD” Subtask

Navigate to the Source//PU to DO task.
Select the Post to CD subtask from the dropdown.
Post a comment in the subtask once posting to CD has been completed.
Include the CD order ID# in the comment.
Mark the subtask as Complete.

Escalation - Sourcing Task - Subtask

The Escalation- Sourcing Task is an optional subtask used when an order is aged and needs additional sourcing input. If needed, contact the Sourcing Team with the TO number for assistance.

Working the “Escalation - Sourcing Task” Subtask

Navigate to the Source // PU to DO task.
Select Escalation - Sourcing Task.
Complete the appropriate next sourcing steps.
Once finished, Complete the subtask.

Claimed Status Tasks

Once the order has been claimed it is important to get a Driver assigned and to accept the order. This might require an action of getting in contact with a Transporter. An escalation task is an option for assistance as a manual subtask.

Help Get Driver Assigned - Task
- Escalation - Driver Assigned - Subtask

Once the order is assigned and accepted, the Transporter will need to provide an Estimated Time of Arrival (ETA) for pickup of the vehicle.

Help Driver Accept and Provide ETA - Task
- Escalation- Help Driver Accept and Provide ETA - Subtask
Review Missed Pickup ETA - Task
- Escalation- Pickup ETA Missed - Subtask
Pickup ETA was Updated - Task
Help Get Appointment (REPO Only) - Task
Arrived at the Pickup Location - Task

Help Get Driver Assigned - Task

The Help Get Driver Assigned task is an auto generated task when a Driver is not assigned in a timely manner based on SLAs.

Working the “Help Get Driver Assigned” Task

Navigate to the Help Get Driver Assigned task.
Contact the Transporter to get a Driver assigned to the order and input into the system

Escalation - Driver Assigned - Subtask

The Escalation - Driver Assigned is a manual subtask option for assistance in getting a Transporter to assign a Driver. When selecting this subtask, the BluePOD will be notified to assist.

Working the “Escalation - Driver Assigned” Subtask

Navigate to the Help Get Driver Assigned task.
Click the Escalation - Driver Assigned subtask button.
BluePOD to assist with contacting Transporter in getting a Driver assigned. Additionally, BluePOD will assist with ETA for pick-up and drop-off for any residential Customer vehicle.
Mark the subtask as Complete.

Help Driver Accept and Provide ETA - Task

Help Driver Accept and Provide ETA is an auto generated task when a Driver has not supplied an ETA for pickup within the designated time.

Working the “Help Driver Accept and Provide ETA” Task

Navigate to the Help Driver Accept and Provide ETA task.
Contact the Transporter to obtain ETA and input into the system for the specific order.

Escalation - Help Driver Accept and Provide ETA - Subtask

Escalation - Help Driver Accept and Provide ETA is a manual subtask option for assistance in getting an ETA from the Transporter/Driver.

Working the “Escalation - Help Driver Accept and Provide ETA” Subtask

Navigate to the Help Driver Accept and Provide ETA task.
Click the Escalation - Help Driver Accept and Provide ETA subtask button.
Contact the Transporter to obtain ETA and input into the system for the specific order.
Escalate to your Supervisor/Manager accordingly.
Mark the subtask as Complete.

Help Get Appointment (REPO ONLY) - Task

The Help Get Appointment task is to be used by the REPO Team only to ensure that someone will be at the dropoff location during the provided ETA window. This task is auto generated based on a timer after an order has been accepted by a Driver.

Working the “Help Get Appointment” Task

Navigate to the Help Get Appointment task.
Contact the dropoff contact to confirm someone will be there during the ETA window.
Input information into the system as needed.
Once confirmed, Complete the task.

Review Missed Pickup ETA - Task

Review Missed Pickup ETA is an auto generated timer-based task. It is created if a Driver does not arrive within the provided ETA window.

Working the “Review Missed Pickup ETA” Task

Navigate to the Review Missed Pickup ETA task.
Contact the Transporter/Driver to obtain information on why scheduled ETA was missed and input into the system for the specific order.

Escalation - Pickup ETA Missed - Subtask

Escalation - Pickup ETA Missed task should be created if assistance is needed in contacting the Transporter/Driver to find out why the vehicle was not picked up withing promised time frame.

Escalation - Pickup ETA Missed Task

Navigate to the Review Missed Pickup ETA task.
Click the Escalation - Pickup ETA Missed subtask.
Contact the Transporter/Driver to obtain information on why scheduled ETA was missed and input into the system for the specific order.
Escalate to your Supervisor/Manager accordingly.
Mark the subtask as Complete.

Pickup ETA was Updated - Task

Pickup ETA was Updated task is a Transporter triggered task when they update the ETA, before or after missing ETA.

Working the “Pickup ETA was Updated” Task

Navigate to the Pickup ETA was Updated task.
Contact the pickup contact parties to obtain information that requires communication and/or coordination for delivery.
Input information into the system for the specific order.
Mark the task as Complete.

Arrived At The Pickup Location - Task

Arrived At The Pickup Location is a Transporter triggered task with no action required. It’s simply an order update.

In Transit Tasks

Once the order is in transit, the system will auto generate, and the Transporter will trigger tasks. This might require an action of getting in contact with a Transporter/Driver. An escalation task is an option for assistance as a manual subtask.

Order stuck in Arrived Status - Task
Start Pickup Inspection - Task
Pickup Inspection Not Completed - Task
Dropoff ETA Needed - Task
- Escalation- Dropoff ETA Needed - Subtask
Review Missed Dropoff ETA - Task
- Escalation- Review Missed Dropoff ETA - Subtask
Mark Arrived at Dropoff - Task
Start Dropoff Inspection - Task
Dropoff Inspection Not Completed - Task

Order stuck in Arrived Status - Task

Order stuck in Arrived Status is an auto generated task based on a timer. If the Driver arrives at the pickup location but does not start a vehicle inspection in the allotted time, this task will appear.

Working the “Order stuck in Arrived Status” Task

Navigate to the Order stuck in Arrived Status task.
Contact the Transporter/Driver to obtain information if there is a Hitch app issue and if photos have been taken and uploaded to be able to progress the order.

Start Pickup Inspection - Task

Start Pickup Inspection is a Transporter triggered task with no action required. It’s simply an order update.

Pickup Inspection Not Completed – Task

Pickup Inspection Not Completed is an auto generated task based on a system timer. It is created if the Driver starts an inspection but does not complete it in the allotted time.

Working the “Pickup Inspection Not Completed” Task

Navigate to the Pickup Inspection Not Completed task.
Contact the Transporter/Driver to see if assistance is needed to complete the inspection.

Dropoff ETA Needed - Task

Dropoff ETA Needed is an auto generated task based on a timer. It is created if the Driver has completed a pickup inspection but then does not submit a dropoff ETA.

Working the “Dropoff ETA Needed” Task

Navigate to the Dropoff ETA Needed task.
Contact the Transporter/Driver to have them update their dropoff ETA.

Escalation - Dropoff ETA Needed - Subtask

Escalation - Dropoff ETA Needed is an optional subtask that should be created if assistance is needed with contacting the Transporter/Driver for a dropoff ETA.

Working the “Escalation - Dropoff ETA Needed” Subtask

Navigate to the Dropoff ETA Needed task.
Click the Escalation- Dropoff ETA Needed subtask.
Contact the Transporter/Driver to have them update their dropoff ETA.
Escalate to your Supervisor/Manager accordingly.
Mark the subtask as Complete.

Review Missed Dropoff ETA - Task

Review Missed Dropoff ETA is an auto generated task based on system timer. If the Driver does not arrive within the provided ETA window this task will trigger. Contact the Transporter/Driver and find out what happened then update the order accordingly.

Working the “Review Missed Dropoff ETA” Task

Navigate to the Review Missed Dropoff ETA task.
Contact the Transporter/Driver to find out why dropoff ETA has been missed and have them update their dropoff ETA in the app.

Escalation - Review Missed Dropoff ETA - Subtask

Escalation- Review Missed Dropoff ETA is an auto generated task based on a system timer. If the Driver does not arrive within the provided ETA window this task will trigger. Contact the Transporter/Driver and find out what happened then update the order accordingly.

Working the “Escalation - Review Missed Dropoff ETA” Subtask

Navigate to the Review Missed Dropoff ETA task.
Click the Escalation - Review Missed Dropoff ETA subtask button.
Contact the Transporter/Driver to find out why dropoff ETA has been missed and have them update their dropoff ETA in the app.
Escalate to your Supervisor/Manager accordingly.
Mark the subtask as Complete.

Dropoff ETA was Updated - Task

Dropoff ETA was Updated is a Transporter triggered task that appears when they update the ETA, before or after missing ETA.

Working the “Dropoff ETA was Updated” Task

Navigate to the Dropoff ETA was Updated task.
Reach out to the pickup contact(s) to obtain information that requires communication and/or coordination for delivery.
Input information into the system for the specific order.
Mark the task as Complete.

Mark Arrived at Dropoff - Task

Mark Arrived at Dropoff is a Transporter triggered task with no action required. It’s simply an order update.

Start Dropoff Inspection - Task

Start Dropoff Inspection is a Transporter triggered task with no action required. It’s simply an order update.

Dropoff Inspection Not Completed - Task

Dropoff Inspection Not Completed is an auto generated triggered task based on a system timer. It is created if the Driver starts the dropoff inspection but does not complete it in the allotted time.

Working the “Dropoff Inspection Not Completed” Task

Navigate to the Dropoff Inspection Not Completed task.
Contact the Transporter/Driver to see if assistance is needed to complete the inspection.

Other Possible Order Flows

Review Order Chat - Task

Review Order Chat is created when a Transporter adds a chat message in an order. It can happen at any point in the order’s active life span.

View the order chat, respond if necessary, then mark the task as Complete.

Review Unclaimed Order - Task

Review Unclaimed Order is auto generated when a Transporter unclaims an order. Once this task is resolved, a new Source//PU to DO task will auto generate for the order. 

Contact the Transporter to get a reason for the order being unclaimed and resolve the task so it goes back into the open marketplace.

Driver Rejected - Task

Driver Rejected is an auto generated task when a Driver rejects an order. Once resolved, the Help Get Driver Assigned task will auto generate. Contact the Transporter or Driver to get a reason they rejected the order.

Verify Vehicle Delivered - Task

The Verify Vehicle Delivered task is an auto generated task that appears when a vehicle has been marked as delivered but no signature has been submitted. When this task appears, verify if the vehicle was delivered or not.

The downloadable version of the process guide is below.

Related to

Hitch_TaskManagement_ProcessGuide_v1.0_03032023.pdf
3 MB Download