Task Settings

Admin Panel > Settings > Tasks

Settings

Default Task Number Format: This setting is used to generate task numbers. Use hash signs (#) where digits are to be placed. Any other text in the number format will be preserved. For example, for six-digit numbers, use ######.

Default Task Number Sequence: Choose a sequence from which to derive new task numbers. The system has an incrementing sequence and a random sequence by default. To create a new sequence, click on the Manage tab to the far right of the field.

Default Priority: Choose a default Priority for tasks not assigned a priority automatically.

Attachments: Configure settings for files attached to the Description field. These settings are used for all new tasks and new messages regardless of the source channel (web portal, email, api, etc.).

Alerts & Notices

There are messages which can be enabled to alert agents of the events in a Task’s lifecycle. These messages templates can be edited in the Admin Panel > Emails > Templates and include:

New Task Alert: Alert sent out to Agents when a new task is created.

New Activity Alert: Alert sent out to Agents when a new message is appended to an existing task.

Task Assignment Alert: Alert sent out to Agents on task assignment.

Task Transfer Alert: Alert sent out to Agents on task transfer between Departments.

Overdue Task Alert: Alert sent out to Agents when a task becomes overdue based on SLA or Due Date.