Tasks Docs

Configure options your agents and clients have when creating, modifying, and deleting tasks.

How to create a task/ticket

Our simple ticketing system and task management solution makes it easy to quickly create a task and add useful details.

To start, click on the New Task (or "Task" in mobile) option on the top header.

On the New Task page, enter at least a task name as required. You may optionally add other attributes, like affected locations, tags, clients and locations affected by the task.

Once completed, click the Create Task button at the top of the page.

How to close or end a task/ticket

To close or end a task and mark it complete, navigate to the task you want to edit.

On the task editor, click on the exiting status in red:

Once the task resolution form pops up, change the "Close Task" drop-down to Yes. You may also want to select a "Task Outcome" while on the page, so you'll know in the future what the outcome of the task/ticket was.

Delete a Task Template

To delete a task template, navigate to the "New Task" page.

  • Click on the Options dropdown, and click "Templates".

In this window, you can use a template by clicking "Apply" on any previously created template. Alternatively, you may choose to delete a template, in which case, you can click the Trash bin icon next to the task. Please note this action is applied immediately on click, and cannot be undone.

Note that any scheduled tasks tied to a deleted task template will be deleted during this process.

How to edit a task

Our task management tool makes it extremely easy to edit a task and add updates:

  • Navigate to "Task" on the main menu. 
  • Find the task you want to update and click the task

In the main work area (center):

  • To close the task/ticket, see here
  • To add a due date, or a hold date, click . A hold date hides the task/ticket until the given date.
  • Add comments/updates to the task by scrolling to the bottom

On the Right Menu, you will be able to do various things, like:

  • Update the task/ticket Title
  • Add details to the task/tickets
  • Select clients, assets, and locations included or affected by the task/ticket
  • Assign the task to different or additional teams and agents
  • As a participant in the task/ticket, you can block the client from viewing the ticket 
  • You can turn off task notifications if you're a participant in the task/ticket
  • As an agent participant, you can delete the task/ticket

How to delete a task

In the event you create a task by accident or want to complete delete its content, you have two options:

  1. Close the task/ticket like you would any regular tasks
  2. Completely delete the task

If you decide to completely delete the task, please note that all information will be deleted and cannot be restored. If you may need to see information on a ticket later, it is best to close the ticket like normal instead of deleting it. To delete the ticket:

  • Navigate to the task you want to stop notifications on.
  • On the right sidebar, scroll down to the bottom, and click Delete Task in red.

Once you confirm, the task is immediately deleted, along with all ties to clients, agents, assets, etc.

Please note that admins can disable the ability to delete tasks in the settings. If you do not see the 'delete task' button, the feature is disabled by one of the super users of your company.

Show full replies in email notifications

When you add comments to a task, active agents and clients assigned to the task and have their notifications turned on will get an email.

Normally, the entire comment is in the email notification, however, there may be cases where you want to keep all content in the ticketing system to prevent users from storing ticket data in their inbox. So instead of seeing the reply, they simply get an email letting them know a comment was added, with a link to the task for them to sign and view it in their Vertask portal.

Since this setting applies to the entire account, the account holder can sign into their admin portal, then go to Settings > Security. Here, they can enable or disable full comments in email notifications by toggling the Detailed Emails switch.

Send survey to clients to rate their support when ticket close

If you have many agents, you can allow clients to rate the support they received using a 5-star rating system whenever tickets close. Some people like to know how the client thinks they're doing, and this helps them do so.

Navigate to Settings > Clients

  • Scroll down to "Allow clients to rate their support" and enable the feature using the slider.

Change the priority of a task

When creating tasks, you can prioritize them based on urgency or severity in your organization. This is especially useful is you are using the tool as a helpdesk ticketing system. or IT ticketing system. To change the priority, navigate to the task you want to change, and look on the right sidebar, or right nav if on mobile.

Here, you will be able to pick from several differing priorities:

  • Low
  • Medium
  • High
  • Critical 
  • Severe

How to clone or replicate a task

Sometimes you may find yourself doing the same tasks multiple times. 

Vertask makes it easy for you to quickly replicate or clone any task, reducing the times it takes to create a request. That said, you can clone a task using two methods.

Method 1

Simply go to the tasks page and search for the task. Once you find the task, click on the menu bar of the task, and click  'Clone'

Method 2

Alternatively, if you are on viewing a task, simply click 'Clone tasks' on the bottom right nav menu.

Add a new canned response

To create a canned response, visit any of your tasks.

Then, at the bottom where you can add a comment box, type your comment, but instead of posting the comment, hit '+ save' first to save it.

Example ...

If you do not see the save option, you must enter a comment first.

Delete a canned response

To delete a canned response, visit any of your tasks. Then, at the bottom under the comment box, click on "Canned Responses"

Next, find the response you want to delete and click the "X" next to it.

The response is now deleted.

Using canned responses

Do you have responses you frequently use when working with clients and team members? Vertask allows you to save those responses to save time typing them later.

To use a response you previously created, navigate to any task. Now, under the comment box, click on "Canned Responses"

After you click on canned responses, click "Paste" next to any of your previously saved responses. 

Service level agreements (SLA)

Vertask allows you to set service level agreements (SLA) on tasks based on priority.

To configure SLA, you first need to create a Billing Audience. A billing audience would be something like a company name, a group or team name, or something to identify with whom the SLA info is associated.

  • In the workspace, navigate to Settings > Billing Audience
  • Now, "New" on the top right, and enter the name of the audience.
  • Now, make sure the status next to your new audience is set to "enabled", and next to the audience you create, click the gear

  • Now, configure the SLA for each priority and save

Now, when you create a task, simply add a billing audience and set the priority for the task/ticket. The due date will automatically be selected based on the predefined SLA. Changing the priority of the task at a later date automatically updates the due date until the task is resolved.

Billing Audience

Similar to tags, billing audience allows you to group tasks together so you can easily find and identify them later, as well as run reports and provide insight on how much time was spent on tasks for that group or audience. 

  • In the workspace, navigate to Settings > Billing Audience
  • Now, "New" on the top right, and enter the name of the audience.
  • Now, make sure the status next to your new audience is set to "enabled"

You can also add service level agreement details to automate the due date for tasks and tickets created for and by this audience. You can also search by an audience later when searching your tasks. 

Create a task template

A task template is a way of reusing the information entered on a task being created in the future. Before you create the task, simply save it as a template with a name you can remember. 

(below you can see the option to save the input as a template before hitting create a task)

To use the template in the future, navigate to the New Task page, then,

  • Navigate to Options > Templates
  • Click on Templates
  • Next to the template you want to use, click apply and the data will auto-populate.

Create a scheduled task

Creating a scheduled task is an easy way to schedule repetitive tasks and preventative maintenance reminders.

Why do a calendar reminder when you can auto self-assigned tasks to yourself, and log any notes you want on the ticket?

Setting up a scheduled task is relatively simple. Just create a new task as your normally would. But before you hit "Create Task",

  • Click on Save Template
  • Give the template a name, and hit Save template
  • Now, hit Schedule Task.
  • Here, you can set up the frequency of your scheduled task reminder and click Create Schedule to save.

You can also see existing scheduled tasks by expanding the Task menu on the main (left) nav and clicking on Scheduler.

Delete or stop a scheduled task

To delete a scheduled task, expand Tasks on the left nav and click on Scheduler.

Here, find the scheduled task you want to delete, and on the bottom left, click on "Delete"