Tasks within a ticket help teams break down complex customer inquiries into actionable steps. Whether you need to collaborate, assign follow-ups, or track progress, tasks ensure every request moves forward efficiently.
Creating and Assigning Tasks
Each ticket allows you to create tasks directly within the conversation. You can:
Assign tasks to yourself or a team member.
Set a status: To Do, Pending, In Progress, or Completed.
Add a due date to keep work on track.
Notifications & Reminders
When a task is assigned, the assignee receives a notification.
A reminder email is sent one day before the due date to ensure nothing is missed.
Why Use Tasks in a Ticket?
Solve complex inquiries faster by breaking them into steps.
Collaborate seamlessly with team members on shared tickets.
Ensure smooth handovers by assigning follow-up tasks when transferring a ticket.
Tasks help keep customer requests structured and actionable—so your team can focus on delivering great support.
Tasks Within a Ticket – FAQ
What are tasks in a ticket?
Tasks allow you to break down a ticket into smaller action items, making it easier to manage complex customer inquiries and team collaboration.
How do I create a task in a ticket?
Open a ticket, click "Add Task", enter a task name, assign it to yourself or a teammate, and set a status.
What statuses can I set for a task?
Tasks can have one of the following statuses:
To Do – Work hasn’t started yet.
Pending – Waiting on information or action.
In Progress – Currently being worked on.
Completed – Task is finished.
Can I assign tasks to other team members?
Yes, you can assign tasks to yourself or any team member, ensuring clear ownership.
How do due dates work for tasks?
You can set a due date for each task. The assignee will receive a reminder email one day before the task is due.
Will I be notified when I’m assigned a task?
Yes, you’ll receive an in-app notification as soon as a task is assigned to you.
How can tasks help with ticket management?
Tasks are useful for:
Breaking down complex inquiries into actionable steps.
Collaborating with multiple team members on a single ticket.
Assigning handover tasks when passing a ticket to another team member.
Can I edit or delete a task?
Yes, tasks can be edited or deleted as long as they are still open.
Where can I see all my assigned tasks?
You can view all your assigned tasks within the ticket details or in your personal task list.
Stay Organized and Keep Tickets Moving
Use tasks to break down complex inquiries, collaborate with your team, and track progress seamlessly.
