The Tasks and Sub tickets app is one of many SweetHawk apps for Zendesk and is used by thousands of agents every day. Here you'll learn the basics of how the app can help you tackle use cases like Zendesk project management, change management, human resources and much more. If you like this app, make sure you check out our other Zendesk apps.
Okay, let's get started. 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 next to the + sign in the app and start typing. Then press enter to complete the task:
To mark a task as completed, simply click the checkbox next to it and it will change to complete.
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:
To convert a task into a sub-ticket, from the menu on the right, click on "Convert to new ticket".
For more information on how to automatically predefine a sub-ticket the instant it gets created, see this article on ticket templates.
Once you've clicked to convert the tasks to 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.
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.
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 reusable lists will save you and your team a lot of time.
To create a task list, click on the tasks icon in the left-hand menu bar. Then under Task lists click on Add task list and give it a name.
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.
- A ticket template. This will cause a sub-ticket to be automatically created the instant the task is added. (More info on ticket templates).
- 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...
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.
Alternatively if you want to automatically apply your task list at any point to a ticket see this article on automatically adding task lists.
Thanks for learning about SweetHawk's tasks app for Zendesk. If you like building workflows and processes in Zendesk you should also check out our apps for building Zendesk approvals workflows, Zendesk recurring tickets and Zendesk calendars for team scheduling.
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