Set Task Status, Due Date and Priority

Set Task Status, Due Date and Priority

Task Status
An important aspect in customer support is to keep track of all the tasks that are created in your help desk. You can neatly track and organize the numerous tasks by their working statuses. Their status can be very useful in initiating and reporting pending action items and in expediting your support process.

Here is how you could set the status for a task:
  1. Click the [Module] Tab from the top bar.( For e.g. Dashboard, Tasks, etc.)
  2. Select Tasks from the modules menu.
  3. In the Tasks tab, click on the task for which you want to set status.
  4. In the Task Details page, click the Task Status field.
  5. Select a Status from the status drop-down list. You can choose between: Not Started, Deferred, In Progress, Waiting on Someone, Completed.

The task will be updated with the chosen status. 

Task Due Date
Set a due date or due time to let your colleagues know when a task should be completed by. Your agents can sort their tasks by their due period and work towards their completion.

To set the due period for a task:
  1. Click the [Module] Tab from the top bar.( For e.g. Dashboard, Tasks, etc.)
  2. Select Tasks from the modules menu.
  3. In the Tasks tab, click on the task for which you want to set due date.
  4. In the Task Details page, click the Due Date field.
  5. Select the date and time from the calendar.
  6. Click Save.


Task Priority
Priority defines the importance that is to be given to a task. . Change the priority of the Ticket from High or Medium or low from the Priority menu on opening a ticket. There are four values for task priority: Highest, High, Normal, Low and Lowest. 

To set the priority for a task:
  1. In the Tasks tab, click on the task for which you want to set priority.
  2. In the Task Details page, click the  icon in the header. 
  3. Click the Priority field and select a value from the drop-down. 
  4. Click Save. 
The priority chosen will be applied to the task. 

    • Related Articles

    • Predefined and Custom Task Views

      Task List Views are used to group your agents' tasks based on a defined set of criteria. For example, you can view a list of the tasks that were completed or of those that are due today. Besides these, agents can use the Task Views to change owner or ...

    • How to set display preferences for tickets?

      Alter the display preferences and see only those tickets that you would like to see by filtering them by age, sort them based on created time or due date and also define the maximum number of tickets that you think should be visible on a single page. ...

    • Can I set priority for requests automatically?

      Yes, you can set the priority for requests based on conditions using Workflow Rules and Assignment Values. Goto Setup>Automation>Workflows  Create a new Workflow Rule  Create Workflow Actions to be associated to the Workflow Rule. For detailed help ...

    • Ticket Status Dashboard

      The Ticket Status Dashboard is designed to provide an easy to understand view into the status of all tickets received in your help desk. It displays the number of tickets under each status and states, the average amount of time a ticket stays in ...

    • What happens when the Portal access setting is set to "All Customers"?

      When the portal access is set to 'All Customers", Anyone can access your self-service portal by visiting its URL and submit their requests and search knowledge base. However, to track the status of their requests, your customers need to provide login ...