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Tasks help you break down complex tickets into smaller, actionable items. Each task can have its own description, assignees, and completion status, making it easy to track progress and collaborate on multi-step issues. Use task templates to standardize common workflows and ensure consistency across your team.

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Overview

Task Management

Create, assign, and track tasks within tickets

Task Templates

Build reusable templates for common workflows

Hierarchical Tasks

Organize work with nested subtasks

Best Practices

Tips for effective task management

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Creating tasks

1

Open a ticket

Navigate to any ticket in your workspace.
2

Find the Tasks section

Scroll to the Tasks accordion section in the ticket details.
3

Add a task

Click the Add Task button to create a new task item.
4

Fill in details

Enter a description for your task. You can also assign team members and mark it as complete when done.

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Features

Each task has a description field where you can add details about what needs to be done. The description field auto-expands as you type, making it easy to add as much detail as needed.
You can assign one or more team members to each task:
1

Click the assignee button

Hover over a task and click the user icon that appears on the right side.
2

Select users

Choose one or more users from your workspace to assign to the task.
3

Automatic followers

When you assign users to a task, they’re automatically added as followers to the parent ticket, ensuring they receive updates.
Assigned users appear as avatars next to the task, making it easy to see who’s responsible at a glance.
Mark tasks as complete by clicking the checkbox next to each task. Completed tasks are shown with a strikethrough to indicate they’re done.The Tasks section header shows your progress with a counter (e.g., “2/5” means 2 out of 5 tasks are complete).
Create subtasks to break down complex tasks into smaller steps:
1

Add a subtask

Hover over any task and click the + button that appears on the right.
2

Expand and collapse

Click the chevron icon next to parent tasks to expand or collapse their subtasks.
3

Nesting limits

You can nest tasks up to 3 levels deep (parent → child → grandchild).
Hierarchical tasks help you organize complex work into manageable chunks while maintaining visibility of the overall structure.

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Removing tasks

Delete individual tasks by hovering over them and clicking the X button that appears on the right. Removing a parent task will also remove all of its subtasks.

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Reordering tasks

Tasks are displayed in the order they were created. To reorder tasks, you’ll need to delete and recreate them in your preferred order.
We recognize that reordering tasks is an important feature. It’s on our roadmap and coming soon!

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Templates

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Creating a template

Task templates let you create reusable sets of tasks that can be quickly imported into any ticket. They’re perfect for standardizing common workflows like onboarding, incident response, feature launches, or any repeatable process your team handles.
Task Templates
Task templates are workspace-specific and can be managed by any team member with access to workspace settings.
1

Navigate to settings

Go to Settings > Task Templates in your workspace.
2

Create a new template

Click the + Template button in the top-right corner.
3

Configure template details

New Template
Fill in the template information:
  • Icon and color: Choose an icon and color to visually identify your template
  • Name: Give your template a clear, descriptive name
  • Description: Add details about when to use this template (optional)
4

Save the template

Click Save to create your template. You can now add task items to it.

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Adding task items

After creating a template, you’ll need to add the actual task items that will be imported into tickets.
1

Open template details

Click on any template in the list to open its detail page.
2

Navigate to Items tab

The Items tab shows all tasks in your template. Click Add to create a new task item.
3

Configure task details

For each task item, you can set:
  • Description: What needs to be done
  • Assignees: Default users who should be assigned (optional)
  • Subtasks: Create nested tasks by clicking the + button on any task
4

Save changes

Click Save Changes when you’re done editing task items.
Task templates support the same 3-level hierarchy as regular tasks (parent → child → grandchild).

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Editing task items

You can modify task items at any time:
  • Edit descriptions: Click into any task description field to update the text
  • Add or remove assignees: Click the user icon to manage default assignees
  • Reorder tasks: Tasks maintain their creation order
  • Delete tasks: Hover over a task and click the X button to remove it
Changes to task templates only affect future imports. Existing tickets that used the template won’t be updated automatically.

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Using templates

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Importing templates

Save time by importing pre-configured task templates into your tickets:
1

Click Import

In the Tasks section, click the Import button next to the Add Task button.
2

Select a template

Choose from your workspace’s task templates in the modal that appears.
3

Confirm import

Click Import to add all tasks from the template to your ticket.
Importing a template will replace any existing tasks in the ticket. Make sure to save any work before importing.
4

Customize as needed

After importing, you can modify descriptions, assignees, and completion status as needed for this specific ticket.
Importing a template creates a copy of the tasks in the ticket. Changes to the template won’t affect previously imported tasks.

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Managing templates

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Editing template details

Update a template’s name, description, icon, or color:
1

Open template details

Click on the template in the list to open its detail page.
2

Navigate to Details tab

Click the Details tab to access the template configuration form.
3

Update and save

Make your changes and click Save to update the template.

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Deleting templates

Remove templates you no longer need:
1

Select templates

In the task templates list, check the boxes next to templates you want to delete.
2

Delete

Click the delete action in the table or use the row action menu.
3

Confirm deletion

Confirm you want to delete the selected templates.
Deleting a template is permanent and cannot be undone. Tickets that previously imported the template will keep their tasks.

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Searching templates

Use the search bar at the top of the task templates page to filter templates by name or description. This is helpful when you have many templates in your workspace.

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Template examples

Employee onboarding

Create a template with tasks like:
  • Set up email account
  • Provision laptop and equipment
  • Add to Slack channels
  • Schedule orientation meetings
  • Assign onboarding buddy
  • Complete HR paperwork
Standardize your incident handling:
  • Acknowledge incident
  • Assess severity and impact
  • Notify stakeholders
  • Investigate root cause
  • Implement fix
  • Verify resolution
  • Write post-mortem
Ensure nothing is missed during launches:
  • Write feature documentation
  • Create demo video
  • Update changelog
  • Notify customer success team
  • Send announcement email
  • Monitor for issues
  • Collect user feedback
Handle account closures consistently:
  • Export customer data
  • Cancel subscriptions
  • Remove access credentials
  • Archive account information
  • Send confirmation email
  • Update CRM records

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Best practices

Write clear, actionable task descriptions that describe a single piece of work. If a task feels too large, break it down into subtasks.
Assign at least one person to each task to ensure accountability. Multiple assignees work well for collaborative tasks.
Create task templates for recurring workflows to ensure your team follows consistent processes across similar tickets.
Check off tasks as they’re completed to keep everyone informed of progress. The progress counter helps stakeholders see status at a glance.
Begin with a few essential templates for your most common workflows. You can always add more as your team identifies patterns.
Give templates descriptive names that make it obvious when to use them. Include the workflow type or department if helpful.
Only set default assignees for tasks that always go to the same person or role. Leave others unassigned for flexibility.
Review and update templates regularly as your processes evolve. Remove outdated steps and add new ones as needed.
Use the description field to explain when and how to use each template. This helps new team members understand your workflows.

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Summary

Tasks transform tickets from simple conversations into structured action items. Start by adding tasks to break down work, assign team members to ensure ownership, and use the completion checkboxes to track progress. As your team develops common workflows, create task templates to standardize processes and save time. Templates save time and ensure consistency across your team’s workflows. Identify your most common repeatable processes, create templates with clear task items, and encourage your team to use them when handling similar tickets.
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