Tasks Docs

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.

Audiences (formerly Billing Audience) allow 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 > Audiences (SLA).

Click 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.

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 use the priority dropdown at the top of the task.

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

• Low
• Medium
• High
• Critical
• Severe

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-assign tasks to yourself, and log any notes you want on the ticket?

Setting up a scheduled task is simple:

1. Create a new task as you normally would. But before you hit Create Task, click Save Template. Give the template a name, and save it.

2. Expand Tasks on the main (left) nav and click Scheduler.

3. On the New tab, select your task template and set it to Active. Choose the frequency (hourly through yearly), the length (run once, no end date, or a specific end date), and the start date. Save the schedule.

You can see existing scheduled tasks on the Scheduled tab of the same page.

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.

Resolutions are the closing reasons agents choose from when a task or ticket is closed — for example Resolved, Cancelled, Duplicate, Hardware Failure, or Unresolved.

To manage them, navigate to Settings > Resolutions.

Click Add New to create a resolution with a name, color, and description. Vertask ships with a set of common resolutions that you can adjust to fit your workflow.

When closing a task (click the status at the top of the task), agents pick one of these resolutions in the Status Update window — so you will always know the outcome of a ticket.

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

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

The response is now deleted.

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.

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"

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 time it takes to create a request.

Open the task you want to clone, click Options on the top right, and click Clone Task.

From the same Options menu, you can also copy a link to the task or export it as PDF or JSON.

To close a task, navigate to it and then click the existing status to change it.

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

Click the current status at the top of the task. Once the Status Update window pops up, choose the new Status, and select a Resolution so you will know in the future what the outcome of the task/ticket was.

Click Save when done.

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.

When creating a task or ticket, enter at least a task name as required, and select if it is a task or a ticket. A ticket may be something requested by a client or user, whereas a task may be for a personal objective.

You may optionally add other attributes, like properties, tags, and clients affected by the task, using the Add Entity option.

Once completed, click the Create Task button.

Note that when a client creates a request, it is automatically created as a ticket.

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

1. Close the task/ticket like you would any regular task

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 delete. Click Options on the top right of the task, then click Delete Task.

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

Please note that super users can prevent task deletion under Settings > Security. If you do not see the Delete Task option, the feature is disabled by one of the super users of your company.

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

Navigate to "Tasks" 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, click the current status at the top of the task. To add a due date or a hold date, use the due date option at the top of the task. A hold date hides the task/ticket until the given date. Add comments/updates to the task by scrolling to the bottom.

Using the tabs at the top of the task (Task, Linked, Info, Misc) and the Options menu on the top right, you will be able to do various things, like:

Update the task/ticket title and details
Select clients, assets, and properties included or affected by the task/ticket
Assign the task to different or additional teams and agents
As a participant in the task/ticket, block the client from viewing the ticket (Misc tab)
Turn off task notifications with the Follow task toggle (Misc tab)
As an agent participant, clone, export, or delete the task/ticket (Options menu)

If you may be part of a task (ticket), but do not need to see any updates on the ticket, you can easily disable notifications for the task.

To disable notifications on a task you're a part of:

Navigate to the task you want to stop notifications on.
Open the Misc tab of the task.
Toggle the "Follow task" switch off (make it gray).

You will no longer receive notifications for this ticket, but you will remain a member on the ticket.

Creating a Task

When creating a task, you have the option to set its visibility as either Private or Public:

     - Private: Only people who have been granted permission can view and edit the task.

     - Public: Anyone with a link to the task can view it and join.

2. Setting a Default Privacy Preference

To set your default privacy preference for all future tasks, follow these steps:

• Click your name in the top-right corner and select Account Settings.
• 
  
• Go to the Security tab.
• Toggle Tasks Private By Default:
  • Enable this option if you want all your tasks to default to Private.
  • Leave it disabled if you prefer tasks to default to Public.

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.

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

To configure SLA, you first need to create an Audience. An 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 > Audiences (SLA).

Click New on the top right, and enter the name of the audience. Make sure the status next to your new audience is set to Enabled.

Next, using the options next to the audience you created, configure the SLA for each priority and save.

You can also configure Settings > Business Hours (SLA) to control the working hours your SLA countdowns respect.

Now, when you create a task, simply add an 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.

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.

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 Options and choose "Canned Responses".

After the canned responses window opens, click "Paste" next to any of your previously saved responses.

The Tasks page displays your open work as a board, with tasks shown as cards in columns such as To Do and In Progress.

To open it, expand Tasks on the left nav and click Open (or All Pending, On-Hold, or Overdue for those views). Use the toggle on the top right of the page to switch between the board view and a list view.

Click Columns to configure the columns on your board, and Search & filter to narrow down which tasks are shown. Click any card to open the task.

The Unallocated panel on the right lists tasks not yet placed on the board. Check Show resolved to include resolved tasks.