DoneDone brings customer communication and team work together in one place.
Whether you’re responding to a support request, managing internal work, or coordinating a project, DoneDone gives your team a simple way to keep track of what came in, what needs to be done, and where things stand.
In this article, you’ll learn how DoneDone is organized and how its main parts fit together.
How DoneDone is organized #
DoneDone is built around three main parts:
Mailboxes #
Mailboxes are where your team manages incoming requests and email.
A Mailbox might be used for:
- Customer support
- IT requests
- General inquiries
- Operations requests
- Internal help desks
Each email thread inside a Mailbox is a Conversation.
Mailbox -> Conversation
For example, an email sent to your support address becomes a Conversation that your team can assign, respond to, and track.
Projects #
Projects are where your team organizes work that needs to get done.
Projects can be used for ongoing work or a specific initiative, such as:
- Client work
- Product development
- Marketing
- Internal operations
- Employee onboarding
Each piece of work inside a Project is a Task.
Project -> Task
Tasks give your team a place to assign responsibility, set due dates, add details, and track work through completion.
Workflows #
Workflows define the steps that work moves through.
A simple Workflow might look like:
Open -> In Progress -> Waiting -> Closed
Workflows can be used with both Tasks and Conversations, giving your team a consistent way to track progress.
Different teams can create Workflows that match the way they already work.
Conversations and Tasks #
Conversations and Tasks are the two main types of work you’ll interact with in DoneDone.
Conversations are for communication #
A Conversation represents an ongoing exchange with someone through a Mailbox.
Use Conversations when the primary work is communicating with a customer, employee, vendor, or other requester.
Tasks are for work #
A Task represents something your team needs to do.
Use Tasks when work needs to be assigned, tracked, and completed.
The basic structure looks like this:
Mailboxes -> Conversations
Projects -> Tasks
Workflows -> Move Conversations and Tasks through your process
Connecting requests to work #
Sometimes a request can be handled entirely in a Conversation.
For example, a customer emails your team with a question. Someone replies, resolves the request, and closes the Conversation.
Other requests create additional work.
For example:
- A customer reports an issue by email.
- The email becomes a Conversation in your Support Mailbox.
- Your support team creates a Task for the issue.
- The Task is organized inside the appropriate Project.
- The Task and Conversation stay linked while the work is completed.
This lets one team manage the communication while another team handles the work behind it.
A simple way to think about it is:
Request -> Conversation -> Work -> Task
Putting it all together #
Imagine your company uses DoneDone for internal IT requests.
You might have:
Mailbox: IT Help
Employees send requests to your IT email address. Each request becomes a Conversation.
Project: Internal IT
The IT team manages work that needs to be completed as Tasks.
Workflow:
New -> In Progress -> Waiting -> Completed
If an employee asks a simple question, the IT team can handle it entirely through the Conversation.
If the employee needs a new computer configured, the team can create a Task and link it to the original Conversation.
The Conversation tracks the request and communication.
The Task tracks the work.
The Workflow shows where each one stands.
The DoneDone structure #
At its simplest:
Mailboxes organize Conversations.
Projects organize Tasks.
Workflows organize how Conversations and Tasks progress.
Once you understand those three parts, the rest of DoneDone builds on top of them.
What’s next? #
If you’re new to DoneDone, start with:
You don’t need to configure everything at once. Start with one real process your team already uses and build from there.
