Managing and working with tasks

Managing and working with tasks

Tasks represent actionable work items that must be completed within a defined time frame. These tasks help organize operational work, track progress, and ensure that activities related to customer interactions or internal processes are completed on time.
Tasks can exist independently or be associated with records such as tickets. When linked to a ticket, tasks provide additional operational steps required to resolve the issue. All created tasks are accessible from the tasks section under activities, and associated tasks also appear within the activity tab of related records.
Tasks help agents track responsibilities, manage deadlines, collaborate with teams, and ensure accountability across support processes.

Creating tasks   

Tasks can be created either as independent record or linked to a ticket. While creating a task, important information such as department, owner, due date,
priority, and status can be specified.
To create a task  
  1. Navigate to Activities.
  2. Select Tasks from the left panel.
  3. Click the Add task icon from the top bar.
  4. Enter the required task information:
    1. Department
    2. Subject
    3. Due date
    4. Tcket (if applicable)
    5. Contact (if applicable)
    6. Owner
    7. Status
    8. Priority
    9. Category
    10. Description
  5. Configure reminder settings if required.
  6. Click Submit.

Setting reminders for tasks

Tasks are completed within the expected timeline with task. Notifications can be scheduled to alert the task owner before the task due time. This helps agents stay aware of approaching deadlines and prevents tasks from being overlooked.
Reminders can be configured while creating a task or updated later from the task details page.
Notification alerts can be sent through the following channels:
  1. Pop-up notification
  2. Email notification
  3. SMS notification

Notes
Note:
  1. By default, the support administrator has permission to set a task's status, due date, and priority.
  2. Agents with appropriate Tasks permissions can edit task status, due date, and priority. Only administrators can assign profile permissions to agents.

Assigning and reassigning task owner

Each task requires an owner responsible for completing the work. The owner can be an agent or a team and can be changed if the responsibilities change.
To assign or reassign a task owner
  1. Navigate to Activities > Tasks.
  2. Open the required task.
  3. Select the Task owner field.
  4. Choose an agent or team from the list.

Editing tasks   

Tasks may require updates as work progresses. Editing allows modification of task information such as status, owner, due date, priority, or description.
To edit a task
  1. Open the task from the tasks list.
  2. Select the Edit option.
  3. Modify the required fields.
  4. Click Save.
Tasks can also be edited directly from the list view by selecting the edit option available for each record.

Task status   

Task status indicates the current stage of a task and helps track progress from creation to completion. Common status values include not started, deferred, in progress, waiting on someone, canceled, and completed.
To update task status
  1. Navigate to Activities > Tasks.
  2. Open the required task.
  3. Select the Status field.
  4. Choose the required status from the list.

Task due date   

A due date specifies when a task must be completed and helps agents prioritize their work.
To set a due date
  1. Navigate to Activities > Tasks.
  2. Open the required task.
  3. Select the Due date field.
  4. Choose the required Date and Time.

Task priority

Priority indicates the urgency of a task. Available priority levels include highest, high, normal, low, and lowest.
To update priority
  1. Open the required task.
  2. Select the Priority field.
  3. Choose the required priority level.

  

Marking tasks as completed

Tasks remain open until their status is updated to completed. Updating the status indicates that the assigned work has been finished.
To mark a task as completed
  1. Open the required task.
  2. Locate the Status field in the task details section.
  3. Select Completed from the status list.

Notes
Note:
  1. The agent must have the Tasks module permission.
  2. Once updated, the task is treated as closed.
  3. Tasks will be closed, only when the system-defined Status field is marked as Closed or the task is marked as complete. .
  4. An alternate custom field with the same label will not close the task.

Reopening completed tasks   

Completed and closed tasks can be reopened if additional work is required.
To reopen a task
  1. Open the completed task.
  2. Change the Status to any value other than completed.
  3. The task returns to an active state and can continue to be updated.

Deleting tasks

Tasks that are no longer required can be removed from the system.
To delete a task  
  1. Open the task details page.
  2. Select the Delete option.
  3. Confirm the deletion.

Deleted tasks are moved to the recycle bin.

Restoring deleted tasks   

Tasks removed by mistake can be restored from the recycle bin.
To restore tasks  
  1. Navigate to Setup  > Data administration > Recycle bin.
  2. Choose Tasks from the module list.
  3. Select the required tasks.
  4. Click Restore.

Restoring tasks also restores associated information.

Permanently deleting tasks

Tasks stored in the recycle bin can be permanently removed.
To permanently delete tasks
  1. Navigate to Setup > Data administration > Recycle bin.
  2. Select Tasks.
  3. Choose the records to delete permanently.
  4. Click Delete and confirm.
Records removed permanently cannot be recovered.

 Viewing tasks in list views   

Tasks are organized using list views that group records based on predefined or custom criteria. These views help agents focus on tasks that require attention.
Common standard task views include:
  1. All tasks
  2. Completed tasks
  3. Canceled tasks
  4. Open tasks
  5. Overdue tasks
  6. Today's tasks
  7. Tomorrow's tasks
  8. Next 7 days + overdue
  9. My tasks
  10. My open tasks
  11. My overdue tasks
  12. My team tasks
To access task views
  1. Navigate to Activities > Tasks from the left panel.
  2. Choose the desired list view.

During the first access, the All tasks view is displayed. Subsequent visits display the last accessed view.

Types of task list views

Tasks can be displayed using different layouts depending on viewing preference.

Classic view

Displays tasks in a traditional list format with task details shown in rows.

Compact view

Displays tasks in a condensed format that allows more records to appear on the screen.

Table view

Displays tasks in a grid layout where each column represents a task property. This layout allows quick scanning and management of task records.
Notes
Note: The Task subject field is mandatory and cannot be removed.
To customize the columns in table view
  1. Navigate to the Activities > Tasks in the bottom of the left panel.
  2. Click the Select Columns icon located next to the column header (i.e., Task Subject).
  3. In the Select Columns window, choose the fields you want to display, uncheck the unwanted columns, and drag & drop the columns to reorder them.
  4. Click Save to apply the changes.

Info

Points to remember

  • Customizations made to the Table View apply to all users with access to the view.

  • Fields with blank or null values are displayed as a dash ("-").

  • Multi-line or text area fields cannot be added to the Table View.

Creating custom task list views   

Custom views allow filtering of tasks based on specific criteria making it easy to find the relevant records.

To create a custom view  

  1. Navigate to Activities > Tasks.

  2. Click the Add view icon.

  3. Enter a View name.

  4. Define the filtering criteria.

  5. Choose the visibility level:

    • Only me

    • All agents

    • Selected agents

  1. Click Create.

 

Filtering with list view criteria   

Filter criteria determine which tasks appear in a custom view. Conditions can be applied to fields such as:

  • Owner

  • Status

  • Priority

  • Category

  • Due date

  • Created time

Multiple conditions can be combined to refine results.

Editing custom task views   

Custom views may be modified when criteria or visibility requirements change.

To edit a custom view  

  1. Select the required custom view.

  2. Choose Edit from the options menu.

  3. Update the criteria or settings.

  4. Save the changes.

Deleting a list views   

Standard views can't be deleted. Custom views that are no longer required can be removed.

To delete a custom view  

  1. Select the custom view.

  2. Choose Delete from the options menu.

  3. Confirm the deletion.

 

Sorting tasks in list views   

Tasks in list views can be sorted to organize records according to specific fields.

Common sorting parameters include:

  • Subject

  • Category

  • Due date

  • Status

  • Priority

  • Created time

  • Modified time

Sorting can be applied in ascending or descending order.

 Filtering tasks in list views   

Filters narrow down visible tasks based on selected conditions.

Common filters include:

  • Task Owner

  • Ticket

  • Category

  • Status

  • Priority

  • Remind At

  • Created By

  • Modified By

  • Created Time

  • Modified Time

  • Team

  • Contact Name

  • Layout

  • Due Date

Applying filters helps isolate tasks assigned to specific individuals or time periods.

Mass actions in task views   

Multiple tasks can be managed simultaneously using mass actions. These actions improve efficiency when updating large numbers of records.
Available mass actions include:
  1. Update
  2. Delete
  3. Assign owner
To update tasks  
  1. Select the required tasks from the list.
  2. Click update from the mass actions menu.
  3. Choose the field to modify.
  4. Enter the new value.
  5. Click Save to save the changes.

To delete tasks  

  1. Select the required tasks.

  2. Click delete from the mass actions menu.

  3. Confirm the deletion.

Selected tasks are moved to the recycle bin.
To assign owner for tasks  
  1. Select the required tasks.
  2. Click assign to from the mass actions menu.
  3. Choose an agent or team.