A task is a specific piece of work required to be completed within a given time frame. They can either be stand-alone, such as giving product demos or sending follow-up documents, or associated with the tickets. 

1. Check with the purchase department about the subscription plan that the customer renewed.
   
2. Collaborate with the payments team to find the reason for an unsuccessful payment.
   
3. If the issue was specific to the payment method, then find out the complete details.
   
4. Get approval for a refund.
   
5. Discuss about re-initiating the renewal process with the subscription team.
   
6. Reply to the customer with the collected details, explaining the issue, and providing the necessary steps to complete the renewal.
   

Creating Tasks

1. Task owner
   
2. Ticket for which the task is created
   
3. Due date to close the ticket
   
4. Contact who raised the ticket and is thus related to the task
   
5. Priority level that is highest, high, normal, low, and lowest
   
6. Status of the task such as yet to start, on hold, completed
   
7. Reminder to notify the task owner about the days left to complete the task before it gets overdue.
   

Selecting the Department

Assigning Task Owner

Setting Status, Due date, and Priority

Note:

1. By default, admins can change the task status.
   
2. Agents with the permission to edit, update, create, view, or delete can modify the task status.
   

Due date: A due date can be set for the tasks to let the agents and others know when the task should be completed. This will also help them prioritize their activities.

Setting Reminders

1. Alert through Pop-up
   
2. Alert through Email
   
3. Alert through SMS
   

Selecting a Contact

Note: As the task progresses, based on the completion state you can change the due date, status and priority.

Assigning a Category

Mapping with Tickets

1. From the Activities module
   
2. From the Tickets module

Note

1. All the tasks that are created are listed on the Tasks home page, as well as within the corresponding tickets.
2. Tasks will only be closed when the Status is updated as Completed.
   
3. A task will be considered as Completed and closed only when the system-defined field "status" is updated. An alternate custom field with the same field name will not close the task automatically.

To create tasks

1. Go to the Activities module.
   
2. In the Activities Home page, click Tasks from the left menu.
   
3. Click Add Task from the top bar.
   
4. In the Task Information page, enter the following details:
   
1. Select a Department from the drop-down list.
   
2. Enter Subject (eg., follow-up on refund).
   
3. Choose the Due date.
   
4. Select the Ticket.
   
5. Choose the Contact.
   
6. Select Status, Priority, and Category from the drop-down list.
   
7. Select a Task Owner, either Agent or Team.
   
8. Enter Description, if required.
   
9. Toggle Set Reminder, and specify on/before; number of days; minutes/hours/days; and the notification method email/popup/SMS.
   
5. Click Submit.
   

1. Open a task to view its details.
   
2. From the More (…) option, click Edit.
   
3. In the Edit Task page, make the necessary edits and click Save.
   You can also edit a task from the Task List View page. In the list view, hover over a task and click Edit. 

1. Click the Activities module.
   
2. In the Activities Home page, click Tasks at the bottom of the left menu.
   
3. Click the Add Tasks icon ( ) from the top bar.
   
4. In the Add Task page, search and map the desired ticket using the Ticket field.
5. Click Submit.
   

1. Open the desired ticket from the Tickets module.
   
2. In the Tickets View page, click the Activity tab.
   
3. In  Add Activity, select Task.
   The associated ticket will be mapped directly into the Add Task page.
   
4. Click Submit.
   
   

Viewing Tasks in List Views

1. All Tasks
   
2. Canceled Tasks
   
3. Completed Tasks
   
4. My Open Tasks
   
5. My Overdue Tasks
   
6. My Tasks
   
7. My Team Tasks
   
8. Next 7 Days + Overdue
   
9. Open Tasks
   
10. Overdue Tasks
    
11. Spam Tasks
    
12. Today + Overdue
    
13. Today's Tasks
    
14. Tomorrow's Tasks
    

1. Go to the Activities module.
   
2. On the Activities Home page, click Tasks from the left menu.
   
3. Select a standard list view from the left menu to view the tasks underneath it.
   The All Tasks view will be displayed during your first access. In subsequent access, the system will remember and display your most recent view.

1. In the Activities module, open the desired task.
   
2. In the Task Details page, click the Attachments tab.
   
3. Select Attach From Cloud or Browse Files to upload a file.
   
4. Hover on an attached file to Delete or Download.
   

Marking a Task as Complete

Note

1. Only those users who have the permission to access the Task module can mark a task as completed.
   
2. A task will be considered closed only when the Task status field is updated as "Completed". 

1. Go to the Activities module.
   
2. In the Activities Home page, click Tasks from the left menu.
   
3. Open the desired task to mark the status as completed.
   
4. In the Task Details page, click the Status field.
   
5. Select Completed from the drop-down list.
   

Reopening completed tasks

Note: Users who have the permission to access the Task module can reopen a task.

1. In the Activities module, open the desired task.
   
2. In the Task Details page, set the status of the task to anything other than Completed.
   
3. You can also close or reopen a task using the Edit option from More (…) in the top-right corner of the task details page. In the Edit Task page, select the desired task status from the drop-down and click Save.
   

Deleting a Task

1. Open a task to view its details.
   
2. From the More (…) option, select Delete.
   
3. Click Delete to confirm.
   
4. The deleted task will be moved to the Recycle Bin.
   

1. Go to Set up () > Data Administration > Recycle Bin.
2. Select Tasks from the drop-down menu on the top bar.
   
3. Select the tasks that you want to delete permanently and click Delete in the upper-right corner.
   
4. Click OK to confirm the selection.

Restoring deleted tasks

Note

1. Restoring the selected records will also restore all the data associated with them.
2. Tasks that are permanently deleted cannot be restored.