Creating and Managing Tasks

Tasks are used to track specific pieces of work that an agent or team needs to complete.

A task is useful when the work should be monitored separately from a ticket reply or conversation.

Create a task

1. Open the Tasks area or the supported activity creation option.
2. Enter a clear task subject.
3. Add a description when additional context is needed.
4. Assign the appropriate owner or team.
5. Set the status and priority when required.
6. Add a due date.
7. Link the task to the relevant ticket, contact, or company when appropriate.
8. Save the task.

Progress and reminders

Tasks may include progress information and reminder timing depending on the available configuration.

Keep progress accurate when work is completed in stages.

Completing a task

Mark a task complete only after the required work has been performed.

If the task cannot be completed, update the status or notes so the reason is clear.

Good practices

Avoid creating duplicate tasks for the same action. Use meaningful subjects and realistic deadlines so task lists remain useful for workload planning.