Adding an activity

Viewing activities

Tasks   

Read more: Managing and working with tasks 

Calls   

Read more: Managing and working with calls 

Events   

Read more: Managing and working with events 

Editing an activity

Activity details may need to be updated when schedules change or when additional information must be added. Editing allows updates to fields such as subject, owner, schedule, status, priority, and related records.

To edit an activity

1. Navigate to the Activities module.

2. From the List view, click he required activity .

3. In the Activity detail page, click More options (...) icon

4. Click Edit option.

5. Update the required fields.

6. Click Save.

Deleting an activity     

The deleted activities will be moved to the recycle bin.

To delete an activity  

1. Navigate to the Activities module

2. Select the required activity record.

3. In the activity detail page, click More options (...) icon

4. Click Delete.

5. Click Delete in the confirmation pop-up.

Permanently deleting activities     

The deleted records from the recycle bin will be permanently removed from the desk.

To delete activity permanently

1. Navigate to Setup > Data administration > Recycle bin.

2. Choose the required activity type from the module list.

3. Select the records and click Delete.

Restoring activities     

Permanently deleted activities from the recycle bin cannot be recovered or restored back to the activity module. Restoring records also restores their associated information.

To restore an activity

1. Navigate to Setup > Data administration > Recycle bin.

2. Choose the records to restore.

3. Click Restore.

Assigning activity owner

For call and event activities the owner cannot be changed while creating the record, Ownership for multiple activities can be updated directly from the list view.

To assign an owner  

1. Select the required activities.

2. Click Assign to from the mass actions menu.

3. Select an agent or team.

Mass actions in activity views       

Multiple activities can be performed  from the list view. Available mass actions include:

• Delete activities

• Assign owner

Marking an activity as spam     

Activities include calls, tasks, and events that may be associated with records such as contacts or tickets. Each activity stores information such as start time, duration, priority, status, and related details.

In some situations, an activity may be associated with a contact or ticket that has been identified as spam. When this happens, the related activity is automatically marked as spam and excluded from regular activity views.

This section explains how activities are marked as spam and where spam activities can be accessed.

• Marking an activity as spam   - Activities cannot be marked as spam directly. An activity is automatically marked as spam when the associated contact or ticket is marked as spam. Once the related record is flagged as spam, all associated activities such as calls, tasks, and events are also labeled as spam. No manual action is required to mark the activity as spam.

• Unmarking an activity as spam   - Activities also cannot be unmarked as spam independently. When the associated contact or ticket is marked as not spam, the related activities are automatically restored and removed from the spam category.

Accessing spam activities     

Activities marked as spam can be viewed from the following locations.

To view spam activities from the activities module  

1. Navigate to Activities.

2. Select Spam Activities from the left panel.

Additional views are available to display specific activity types:

• Navigate to Activities > Calls > Spam Calls under all views from the left panel.

• Navigate to Activities > Tasks > Spam Tasks under all views from the left panel.

• Navigate to Activities > Events > Spam Events under all views from the left panel.

Viewing spam activities from other tickets, contacts, and accounts

Spam activities can also be viewed from the activity tab within records such as tickets, contacts, and accounts.

To view ticket associated activities

1. Open the required record.

2. Navigate to the Activities tab.

3. Use the activity filter and select Spam Activities.

Separate filters are available to display spam calls, spam tasks, or spam events.

 Standard and custom activity views   

Activity list views display tasks, calls, and events grouped based on predefined criteria.

To access activity list views  

1. Click Activities.

2. In the activities home page, select All views from the left panel.

3. Choose the required view to display the activities listed under it.

The following standard activity views are available:

• All activities

• All canceled activities

• All completed activities

• All missed calls

• All open activities

• My activities

• My canceled activities

• My completed activities

• My missed calls

• My open activities

• My overdue activities

• My team activities

• Overdue activities

• Spam activities

• Today + overdue

• Today's activities

Note:

• During the first access, the all activities view is displayed. The system remembers the last accessed view and displays it during subsequent access.

Custom views can be created to display activities based on specific criteria.

To create a custom list view

1. Click Activities.
   
2. In the activities home page, click + icon next to activities on the left panel.
   
3. Enter a view name.
   
4. Define the filter criteria for the activities.
   
5. Specify the visibility:
   
1. Only me
   
2. All agents
   
3. Specific agents
   
6. Click Create.
   

The custom view appears in the left panel below the standard views. Custom activity views can also be managed with more options such as:

• Edit - Modify the view name, filter criteria, or visibility settings.

• Delete - Remove the custom view when it is no longer required.

• Clone - Create a duplicate of an existing view and modify the criteria if needed.

• Open in new tab - Open the selected view in a separate browser tab.

• Star - Mark the view as important to quickly access it from the starred views section.

 List view criteria   

Filter criteria determine which activities appear in a custom view. Conditions can be defined using fields such as owner, status, priority, due date, or created time.

Note:

• Age in days can be used for date and datetime fields to filter recently created or overdue activities.

• Standard views cannot be modified.

• Custom views can be opened in a new tab using the right-click option.
  

Sorting activities in list views   

Activities in the list view can be sorted using the following fields:

To sort activities  

1. Click More options (...) icon in the activities page.

2. Select the preferred sorting option.

The list refreshes and displays activities based on the selected order.

Filtering activities in list views   

Activities can be filtered using parameters such as:

• Agent

• Due date or start time

Note: By default, 10 activities are displayed per page. Up to 50 records can be displayed per page, and the system remembers the selected preference.    

To filter activities  

1. Click the filter icon.

2. Select the required filter conditions.

The list refreshes and displays activities that match the applied filters.