Activities and Task Management

Increase agent productivity and ticket resolution by breaking down the procedures required to resolve an issue into smaller tasks.

What are activities?

Activities are items that can be independent or tied to a ticket or a contact. There are three types of activities:


Resolve a ticket more efficiently by breaking it down into subtasks and assigning them to different agents.


Record a call summary with a customer in the context of a ticket.


Take notes on meetings with customers in the context of a ticket.

Use cases

Onboarding new employees

Break up onboarding duties, such as assigning a laptop, installing software, holding onboarding meetings, and so on, across multiple tasks and assign them to multiple teams under a primary ticket.

Improving customer service processes

When different teams are working on a single ticket, individual tasks can be allocated to specific people and their statuses can be tracked.

Logging meeting minutes

When an agent meets with a customer about a ticket, a summary of the conversation can be logged in a meeting activity to increase transparency.


When several teams collaborate on a single ticket, any number of tasks can be added to the ticket and assigned to separate agents.

Features that enhance task module


Record phone calls and track customer interactions to provide context to your teams.


Record meeting minutes and track customer interactions to provide context to your teams.

Activities module

Tickets and activities can be linked. Related activities can be found on a ticket’s Details page under the Activities tab. Activities can be allocated to different agents, rather than the same one, and their statuses can be tracked.

Features that make activity management easier

Quick preview

Easily navigate and review activities.

Link items

Link an action to a ticket or a contact.

Internal collaboration

Communicate with other agents by adding comments to an activity.


Track activities based on status.

Unified activity management

A single unified view allows agents to view many types of activities in a centralized and streamlined manner. 


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