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Items, Tickets, and Tasks Overview

What are items?

Items refer to the various things you manage in OneDesk including tickets, tasks, and projects. On the left side bar are the main applications where your items are housed and managed. First is the Tickets application, then the Tasks application and Projects application. Tickets and tasks can be grouped into projects. See: Work Structure & Organization

How to create items?

You can get a ticket or task into OneDesk in any of the following ways:

(Projects can only be created using an internal creation form, automation, or through import.)

OneDesk allows you to enable and configure multiple 'item types.' For example, you could create two 'ticket types' one for customer questions and another for customer compliments. Each item type can have different icons, colors, lifecycle statuses, and creation emails. It is best practice to only enable multiple item types if you have different workflows for each. You are also able to create a unique webform for each of the item types you have enabled. (See: Item Types)

Tickets vs. Tasks

Tickets and tasks can be made to behave virtually the same. Almost anything you can do with a task, you could also do with a ticket and vice-versa. They are both work items and have the same functionality.

However for best practice, It’s best to keep tickets for any communications you have with your customers that you intend to resolve in a short period of time. Keeping tickets for these types of customer requests is best for these reasons:

  • Gives your team the ability to keep customer requests separate from internal work
  • Allows your team to better organize incoming customer communications and divide work into appropriate workflows
  • Gives you a way to view and track work being done on customer-facing issues
  • Allows you to assign customer communications into appropriate ticket types (e.g. complaints, questions, problems, etc.)
  • Enables you to better assign customer-facing inquiries/projects to the customer support team

It’s good practice to keep tasks for your planned work, which is work that might need more time, resources, and planning to complete. Keeping tasks for planned work is best for these reasons:

  • Helps your team to organize work assignments and work division on internal tasks without dealing with customer-facing inquiries
  • Gives your team a way to view progress on internal tasks and assignments and view upcoming deadlines
  • Allows your team to communicate on internal matters and plan large company-specific projects
  • Allows you to assign employee work into appropriate task types (e.g. issues, features, bugs, etc.)
  • Gives you the ability to better coordinate your internal workflow for company projects, releases, etc.
  • Enables you to schedule plans for longer projects and keep track of time-sensitive internal tasks
  • Allows you to track budget and spending costs for large internal projects and tasks

Detail panel of a ticket or task

Double click on a ticket or task to bring up the 'detail panel.' The detail panel is the primary place your team works on tickets and tasks. (You can also 'dock the detail panel' allowing you to click through items with the detail panel display on the side of your screen rather than in a new tab. See: Dock Detail Panel

The detail panel is made up of various properties. The first part of the detail panel consists of properties such as the the title, status, project level, and description. In addition are tabs: Conversations, Timesheets, Activities, and Subtasks & Links.  

You can configure which properties appear on your items from your administration settings. See: Adding or Removing Detail Panel Properties

Related Articles: 

Item Types

Automated Routing

Merging Tickets or Tasks

Tickets and Tasks from Conversations