Tasks, time tracking and reminders

Splitting work into tasks, adding them from workflows, logging time and setting yourself reminders.

For Agents and Admins · Updated

Tasks

In Tasks & time, add tasks with an owner, a group and a due time. A task can wait for another one to finish first. Your open tasks are listed under My tasks on the Overview.

Workflows (Settings › Workflows) add a ready-made set of tasks in one step: open the case's Work tab and choose Add tasks from a workflow. A request form can also run its workflow on every request, for example a new starter's onboarding or a leaver's offboarding, with tasks for each team in phases (see Workflows).

Time

Log minutes against the case or a task with a short note and the day it was done. Time appears in the reports; admins can set hourly rates per person (Settings › People & access) to see the cost of work. Rates save when you leave the field and are read back before confirmation. A rejected rate keeps your draft; use its Save button to retry. Refresh hourly rates reloads saved values and asks before replacing unsaved edits. Previously logged time retains its original rate.

Reminders

Under More case actions, use Remind me… to get a notification about a case at a time you choose. Due reminders appear in your notifications and under My reminders on the Overview until you mark them done.

  • The case workspace What each tab of an open case is for: conversation, tasks and time, related records, AI, automation and activity.
  • Scheduled cases Cases that open themselves on a schedule for recurring work such as checks and reviews.

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