How to use the Tasks app

Firstly, here's a quick video showing you how to use the Tasks App:

 ...And here's a longer training video that will explain all the features in more detail:

To add a task to a ticket simply click in the "add a task" box, type the task to be completed and press enter.

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To mark a task as completed, simply click the checkbox next to it and it will change to complete.

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To delete a task, hover over the task you want to get rid of and on the right, click the down arrow. Then click delete from the menu like this:

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To convert a task into a sub-task ticket, from the menu on the right, click on "Convert to new ticket".

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This will open a new ticket. You'll then need to add a description, choose the requester and add any additional tasks you'd like completed on the sub ticket before, submitting.

At this point, the ticket you've just created will be linked to the original parent ticket. As you'll see in the app - on the sub-ticket it will show a link back to the parent ticket. 

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And on the parent ticket, you'll also see that the item that used to be a regular task, is now represented as a ticket.

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Notice that the tick box is now greyed out? Since this is task is represented by a whole other ticket, for this task to be completed the ticket will need to be solved first. At that point, the task will automatically be marked as completed. 


If you've got lists of tasks that often need to be completed on a recurring basis, then turning those lists into re-usable lists will save you and your team a lot of time.

To create a list template, click on the tasks icon in the left-hand menu bar. Then under "Taks lists" click on "Add task list" and give it a name.

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You'll then need to add items to the list by going into it and clicking "Add task".

For each task, you will be able to set:

- A name.
- A tag that will automatically be added to the ticket once it is checked off (see this article for more on how this works).
- A link. Usually, this would be to a knowledge base article on how to complete the task.
- Details for a new ticket. If you want to automatically create a sub-ticket when the task list is added to the ticket see this article

Note that the only required item for each task is its name... 

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Now that you've created your list, you can go to any ticket, and from the dropdown list in the Tasks app, choose the list you've just created to see the entire list added to the ticket.

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Further Reading:

Find out how to automatically tag tickets when a task is completed here

Find out how to use task information in your macros here

Automatically adding a task list to a ticket

Automatically creating sub-tickets when adding tasks to a ticket

 

Have more questions? Submit a request

6 Comments

  • 0
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    I am trying to understand if this feature is available, is it possible to solve a parent ticket before a sub ticket is solved?

    I am wanting to prevent agents from accidentally (or intentionally) solving tickets before the sub ticket is solved.

  • 0
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    Hi David,

    Yes you can choose whether you want this to be the case or not. By clicking on the tasks icon in the main left bar and then going into settings, there is an option to allow / disallow tickets to be solved with uncompleted tasks. This includes sub-tickets :-)

  • 0
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    Buen dia:

     

    Contamos con la aplicación en Zendesk y Necesito que el listado de tareas se refleje en mi mensaje, asi como si termino una de ellas, tambien se refleje, para evitar capturar cada una de ella.

    Gracias

     

     

  • 0
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    Hi César, thanks for engaging regarding your requirements :-) While you're currently able to use the Zendesk ticket field "Remaining tasks" with a macro to quickly copy in the tasks that still need doing into the comment of the ticket, unfortunately, a ticket field doesn't exist for completed tasks. There's an existing feature request in our communities here: https://support.sweethawk.co/hc/en-us/community/posts/211667468 that you'll be able to vote up and add your comments / use-case to.

  • 0
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    Hej. Is it possible to create a view that shows parent tickets and associated child tickets?

    Thanks, Deborah

  • 0
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    Hi Deborah,

    Thanks for getting in touch :-) Unfortunately, this is not possible yet. There is actually an existing feature request on our communities that you can vote up and comment on here: https://support.sweethawk.co/hc/en-us/community/posts/218633028

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