Work items are the things you manage in OneDesk, these are tickets and tasks. Tasks are very similar to tickets and both can be made to function the same. The difference is what they are for and how they are used. For best practice, tasks should be used for planned work. Tasks are housed in the Tasks application located on the left side here. Separating tasks has benefits such as the ability to create divisions of work and appropriate workflows, and the ability to view progress on internal tasks separately. Remember you can convert a ticket into a task in order to escalate it. In our task application we can see all our tasks and various details. We can filter our tasks as well and create our own views. See our videos or articles on custom views for detailed information on work views. To view our task in more detail we can do so in two ways. The first option is to double click on the task. Alternatively, if you don’t want to leave your work view you can dock your task details. By selecting tools and the dock detail panel. This shows our task details on the side. These options give the same information, just in different ways.
So how do you create tasks? Tasks can be created in multiple ways. You Can set up an auto-forward from your inbox to the one you find in administration -> tasks. This automatically creates tasks in OneDesk. It captures the subject line, the body message, the customer information and any attachments. You can create tasks through integrations or the OneDesk API. You can also create tasks manually from the top toolbar. You can create tasks through import. Customers can create tasks by filling in the webforms, your agents can also create tickets from live chat messages. Here you’ll see the tasks we just created connected to our conversation. Let’s go view our task and see more about work with tasks. Here is our task detail panel. This is where our team works on tasks. We can see the priority of the task. It’s title and description.
What project the task is in and who is assigned to work on it. The percentage of complete and agile points. Here is also the schedule of our task. Clicking the dates lets me reschedule it, I can also add constraints to the schedule. Tasks can have custom fields for information specific to your company. You can attach files to your tasks or follow its progress.
From the right side you can have conversations with your team or customers by creating a new conversation. Internal messages are private and only seen by users on your team. The next tab lets us submit time on our tasks either through the timer or timesheets. Submitting time generates the actual work taken on our task, allows project managers to monitor discrepancy between their plans and manage resources accordingly. The next tab here is the activities tab, providing a history of actions done to this task. Finally are our subtasks and linked items. Subtasks have the full functionality of tasks but have relationships between their parent task. Linked items also allow us to define relationships between our other items.
You can configure your task from administration -> Tasks. Here you can customize many aspects of your tasks including tasks types, names and icons and lifecycle statuses. The task detail panel. Configure automations or define SLAs. See our other articles and video on administration and configuration for details. Finally if you have any questions feel free to reach out through live chat or email or book a demo. Thank you.