Automatic conversion of Tickets to Tasks

When automatic conversion is enabled, Hanna can create a linked Task. The Tickets persons responsible become Task executors; therefore, the Ticket must have at least one assignee.

Last updated 13 days ago

The title of Task is derived from the Tickets number and the subject. The description uses the content of the received email or the client's reply. In the department card, you can select the Task type to be used for Tickets originating from that department.

The deadline is calculated based on the end of the workday. If you specify a cutoff time—after which Tasks must be scheduled for the next workday—enter a number between 0 and 23. Ticket received after this time will be assigned a deadline for the end of the next workday.

Additionally, you can:

automatically close Ticket when Task is created;
create Task when a client first replies to Ticket initiated in the CRM system.

Before enabling automation, check the assignment rules for assignees, the workday schedule, and the department's Task type. Perform an initial test using a single test Ticket, as Task is created automatically and may appear after a brief delay.

Was this helpful?

Still need help? Ask the team