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.
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
I am trying to understand if this feature is available, is it possible to solve a parent ticket before a sub ticket is solved?
I am wanting to prevent agents from accidentally (or intentionally) solving tickets before the sub ticket is solved.
Yes you can choose whether you want this to be the case or not. By clicking on the tasks icon in the main left bar and then going into settings, there is an option to allow / disallow tickets to be solved with uncompleted tasks. This includes sub-tickets :-)
Contamos con la aplicación en Zendesk y Necesito que el listado de tareas se refleje en mi mensaje, asi como si termino una de ellas, tambien se refleje, para evitar capturar cada una de ella.
Hi César, thanks for engaging regarding your requirements :-) While you're currently able to use the Zendesk ticket field "Remaining tasks" with a macro to quickly copy in the tasks that still need doing into the comment of the ticket, unfortunately, a ticket field doesn't exist for completed tasks. There's an existing feature request in our communities here: https://support.sweethawk.co/hc/en-us/community/posts/211667468 that you'll be able to vote up and add your comments / use-case to.
Hej. Is it possible to create a view that shows parent tickets and associated child tickets?
Thanks for getting in touch :-) Unfortunately, this is not possible yet. There is actually an existing feature request on our communities that you can vote up and comment on here: https://support.sweethawk.co/hc/en-us/community/posts/218633028
I have a question. What if a subticket created from a task is "Redirected" to another group in Zendesk? As that ticket would not be mine anymore, and is other team's responsability to close it, when does this task get completed?
Hi Lesly, for any task that is converted into a sub-ticket, the assignee of the new ticket is then responsible for its completion. When the assignee marks the ticket as solved, the task in the parent ticket will automatically be checked off.
Thank you very much for your answer Peter!
What about if the department in charge of solving the sub-ticket does not have Zendesk, so I have to send it to an email box?
I would be responsible of Solving it right?
Hi Lesly, it's not possible to be the assignee of a Zendesk ticket unless you are an agent, so if you've created a ticket for an end-user (ie. someone who doesn't have Zendesk) they would be the requester of the ticket. So yes, the assignee would still be responsible for solving it. Note that if you have a public Help Centre (Zendesk Guide) switched on, then end users will also be able to log in and mark any of their tickets currently in a status of 'pending' as 'solved'.
The app is working well for our team, we can all use it, but only some of us see the icon in the left hand menu. We need a few others to be able to have access to create task list templates. What config change do we need to make so they can see the icon as well? I can't find anything in your support docs. TIA!
Hi Karim, I saw that we were able to help you out on the ticket you submitted, but for anyone else with the same question, you can grant any combination of agents access to edit saved task lists in the admin section of the app like this:
Hi, is it possible to create a task list template from a list of tasks in a ticket?
Hi Joe, unfortunately the only way to create a task list based on a list of tasks that exists on an individual ticket would be to manually type them out again as a list in the 'Task lists' part of the app. I think a feature to allow you to do this more easily could be quite helpful so I've shared this as a feature request with the team internally. Note that there is a new feature in the task lists section that should speed up typing out task lists a little. In each task list, you now have the option at the bottom to click 'bulk edit tasks' like this:
This will allow you to copy and past lists from text files and will also let you create lists items simply by adding new lines.