Add tasks to tickets, assign team members, track completion with checkboxes, and organize work with nested subtasks up to 3 levels deep. Create task templates at the workspace level for common workflows like onboarding, incident response, and feature launches. Import templates into tickets to save time and ensure consistent processes. Monitor progress with completion counters, see assigned owners at a glance, and automatically add assignees as ticket followers for updates. *** Creating and managing tasks Add tasks to any ticket to break down work into actionable items with assignees and completion tracking. Navigate to any ticket in your workspace. Scroll to the **Tasks** accordion section in the ticket details. Click **Add Task** to create a new task item. Enter a description for your task. The description field auto-expands as you type, making it easy to add as much detail as needed. Hover over the task and click the user icon on the right to assign one or more team members. Assigned users appear as avatars next to the task. When you assign users to a task, they’re automatically added as followers to the parent ticket, ensuring they receive updates. Mark tasks as complete by clicking the checkbox next to each task. Completed tasks show with a strikethrough. The Tasks section header displays progress with a counter (for example, “2/5” means 2 out of 5 tasks are complete). Organizing with subtasks Create subtasks to break down complex tasks into smaller steps. Tasks can be nested up to 3 levels deep (parent → child → grandchild). Hover over any task and click the **+** button on the right. Click the chevron icon next to parent tasks to expand or collapse their subtasks. Nested subtasks maintain visibility of the overall structure while allowing you to focus on specific task groups. Hierarchical tasks help you organize complex work into manageable chunks while maintaining visibility of the overall structure. Managing tasks **Remove tasks** Delete individual tasks by hovering over them and clicking the **X** button on the right. Removing a parent task will also remove all of its subtasks. **Reorder 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! *** Task templates Task templates let you create reusable sets of tasks that can be quickly imported into any ticket. Standardize common workflows like onboarding, incident response, feature launches, or any repeatable process your team handles. Task templates are workspace-specific and can be managed by any team member with access to workspace settings. Organize templates with folders Group related task templates into folders to keep your template library organized as it grows. Go to **Settings > Task Templates** in your workspace. Click **+ Folder** to create a new folder. Give it a descriptive name (for example, “Onboarding” or “Incident Response”). Drag and drop existing templates into folders, or create new templates directly within a folder. Folders are purely organizational. They do not affect how templates are imported into tickets. Create a template Go to **Settings > Task Templates** in your workspace. Click **+ Template** in the top-right corner. 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) Click **Save** to create your template. You can now add task items to it. Add task items to templates After creating a template, add the task items that will be imported into tickets. Click any template in the list to open its detail page. The **Items** tab shows all tasks in your template. Click **Add** to create a new task item. 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 Click **Save Changes** when you’re done editing task items. Task templates support the same 3-level hierarchy as regular tasks (parent → child → grandchild). Edit task items 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. Import templates into tickets Save time by importing pre-configured task templates into your tickets. In the Tasks section of a ticket, click **Import** next to the Add Task button. Choose from your workspace’s task templates in the modal. 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. After importing, you can modify descriptions, assignees, and completion status 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. Manage templates **Edit template details** Update a template’s name, description, icon, or color: 1. Click the template in the list to open its detail page 2. Click the **Details** tab to access the template configuration form 3. Make your changes and click **Save** to update the template **Delete templates** Remove templates you no longer need: 1. In the task templates list, check the boxes next to templates you want to delete 2. Click the delete action in the table or use the row action menu 3. 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. **Search 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. *** Template examples 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 *** 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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