When developing todo4teams, two basic ideas were in the foreground:

1. todo4teams is intended as a tool to improve service quality without blocking workflows that are too complicated or costing excessive time due to cumbersome operation.
2. Working with todo4teams should be fun.

To ensure this, the following concepts were implemented:

1. The Marketplace - In todo4teams-, service tasks are offered like on a marketplace for fresh - i.e. easily perishable - goods. Everyone involved has an interest in ensuring that the goods leave the market in fresh condition. The “best before date”, called “target time” in todo4teams, indicates the point in time after which the goods, i.e. the resolution of the customer request, no longer satisfies the customer. An important focus in todo4teams is therefore on the remaining times of the tickets, the time remaining for processing.
2. Process Ownership - The 1st level agent, who promises the customer a callback, or the Internet team, on whose side the processing of a process is promised within a certain time, makes a commitment to the customer. Even if the actual response to the concern is provided by the 2nd level, you remain responsible for this process - it is “your job”, you become the owner of the ticket. In todo4teams, your “own” jobs are listed in the initial list. The owner always sees the status, the remaining time and, after completion, the editor's final comment. He can intervene in time if the service objective is in danger of being violated.
3. The four-eye principle – the owner and editor together form the four-eye team for a process. Because open and in-process jobs are always displayed in two lists, todo4teams outbound and todo4teams inbound, jobs in these “critical phases” are under the observation of at least two people.
4. Freedom in processing - todo4teams does not specify the order in which tickets are processed. Each agent “picks” the ticket from their incoming list that they want to process next.
5. Teamwork - through the marketplace nature of the incoming list, the individual user sees that their team supports them in their work. Tickets that are taken over by colleagues automatically disappear from his inbox. With todo4teams, teams can be distributed worldwide and still carry out service tasks in close coordination. You can also use your profile to see which employees in your teams are currently logged in at any time.
6. One tool for many processes - In order to improve service quality in as many processes as possible, todo4teams has several interfaces through which tickets can be created. In addition to the user front end, these are the email inboxes through which emails are automatically read from mailboxes, the messaging inboxes through which received messages are routed to teams and web services through which other IT systems such as the customer service system or the “Machine to Machine” internet presence can generate tickets.