Managing Tasks and Follow-ups
Use tasks to track action items that need to be completed for tickets.
What Are Tasks?
Tasks are actionable to-do items linked to tickets. They help you:
- Track follow-up actions that need to happen
- Remember to check on pending issues
- Assign work to team members
- Ensure nothing falls through the cracks
Task Types
- Return Processing - Handle return requests and refunds
- Shipping - Track shipping issues or send replacements
- Order Actions - Modify orders, cancel items, etc.
- Follow-up - Check back with customer later
- Escalation - Issues needing manager attention
- Custom - Any other action items
Creating a Task
- Open a ticket
- Click the Tasks tab
- Click Add Task
- Select the task type
- Enter a description
- Set priority (High, Medium, Low)
- Optionally set a due date
- Assign to a team member (or yourself)
- Click Create
Viewing All Tasks
Go to the Tasks page in the main navigation to see:
- All tasks across all tickets
- Filter by status, priority, or assignee
- Sort by due date or created date
- Quickly navigate to related tickets
Task Statuses
- Pending - Not started yet
- In Progress - Currently being worked on
- Completed - Task is done
- Overdue - Past due date and not completed
Completing Tasks
- Open the task (from ticket or Tasks page)
- Add any notes about what was done
- Click Mark Complete
Auto-Created Tasks
SDesk automatically creates tasks for:
- Return requests - When Shopify return requests are submitted
- AI suggestions - AI may propose follow-up tasks based on conversations
Tips for Task Management
- Set due dates for time-sensitive tasks
- Use priority levels to focus on what's urgent
- Add notes when completing tasks for a record of what was done
- Review overdue tasks regularly