A task template is a reusable checklist of tasks that HappyFox Help Desk adds to a ticket automatically, so recurring work like onboarding a new hire or processing a return never skips a step.
Available on Pro Enterprise PRO Growth Scale Scale Plus Ultimate
ā ā Before you begin ā You need the Manage Task Templates managerial permission to create, edit, clone, or delete task templates. Agents without it can still apply an existing template to a ticket from the Tasks panel.
Watch a feature walkthrough š½:
Create a task template
Task templates live under Automate, as a module you set up once and reuse across tickets.
Task Templates sits under Automate in the left sidebar.
- Go to Automate > Task Templates.
- Click the + icon to start a new template.
Starting a new task template opens a two-step wizard: Task Details, then About.
- Under Task Details, add each task that should be created when the template is applied. Task Name is required. Assignee and Due In are optional.
Adding a task to a template, with assignee and due-in fields.
ā ā Note ā Due In sets how many active weekdays from today the task is due. Enter 0 to make it due at the end of the current active weekday (11:59 PM), 1 for the next active weekday, and so on. Weekends are skipped automatically, so a template applied on a Saturday still counts from the next weekday. For the assignee to be set correctly, the agent you pick needs access to whichever category you associate the template with in the next step.
- Drag the handle on the left of a task row to reorder tasks if sequence matters.
- Click Next.
- Under About, enter a Template Name and, optionally, a Description.
Naming the template and setting who can use it.
- Set Available To — choose All Agents or Me to control who can apply this template to a ticket.
- Set Associated Categories. This is required: the template only shows up as an option on tickets that belong to one of the categories you pick here.
- Click Finish Creating Task Template.
Edit, clone, or delete a template
From the Task Templates list, click the ā® menu next to any template to edit its details, clone it as a starting point for a similar checklist, or delete it.
Editing a task template from the list view.
Apply a task template to a ticket
You can apply a template to a ticket that already exists, or while creating a new one. Either way, only templates associated with the ticket's category are offered.
On an existing ticket
- Open the ticket.
- In the Tasks panel on the right, click Use Template.
Using a template from the Tasks panel on a ticket.
- Choose the template you want to apply.
- HappyFox adds all of the template's tasks to the ticket.
Tasks created on the ticket after applying a template.
While creating a new ticket
- Start a new ticket and choose a Category.
- If any templates are associated with that category, a Task Template field appears. Select one.
Selecting a task template while creating a new ticket, once a category is chosen.
- Finish creating the ticket. The template's tasks are added automatically as soon as the ticket is created.
ā ā Note ā Once tasks land on a ticket, what an agent can do with them (mark complete, reassign, reorder, or delete) depends on their Manage Tasks in a Ticket and Edit Task Assignee ticket-level permissions, not the task template itself. See Task Management: Create & Manage tasks within tickets for how those permissions work.
With a template in place, applying it to a ticket takes one click instead of adding the same tasks by hand every time.
Continue reading
Task Management: Create & Manage tasks within tickets › Task Management Page ›