How to Create a Project Task From a Support Ticket
Tasks can be created through the Project App; however, this is not the only way.
It is possible to create tasks straight within support tickets.
Below we can see a support ticket from an existing customer.
Figure 1: Support Tickets Kanban view
As we enter the support ticket, we can see the note in the ‘description’ tab that our customer is expressing their gratitude while suggesting a feature which they believe would escalate their use of the product.
Click the ‘Action’ button at the top of the screen.
Figure 2: Inside the new ticket
The ‘Action’ button reveals many actions, one of which is the ‘Create Task’ option. Select this.
Figure 3: The Action button
The following pop-up is the Create Task screen.
Complete all the necessary fields for the new task.
Figure 4: Create a task screen
Once all fields are completed, click the ‘save’ button at the bottom of the page.
Figure 5: Save the newly created task
When the task is created, a link is shown on the ‘Related Task’ field in the support ticket. This link will take you to the task screen directly.
Figure 6: Related Task link within the ticket
When it’s time to reply to the customer, simply click on the ‘Reply’ button at the top of the screen.
Figure 7: Replying to the customer
This will open a pop-up similar to an email screen. It also comes with the ‘to’ and ‘From’ fields automatically filled.
Continue to write your reply, adding attachments and using email templates as necessary.
Then Click ‘Send’.
Figure 8: Send your ticket response
Once replied, the status of the ticket will move forward to the ‘Staff replied’ state and all communication will be visible in the chatter at the righthand side of the page.
Follow the status of the ticket as communication continues, or ‘Close the Ticket’ once it reaches its purpose.
Figure 9: Ticket status updated
Congratulations! You’ve just created a task from a support ticket!