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 in the "add a task" box, type the task to be completed and press enter.
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-task ticket, from the menu on the right, click on "Convert to new ticket".
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.
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 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.
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...
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.
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.