Awesome Support Tasks and Todos

Description

The addon Tasks and Todos creates pre-defined task lists that automatically attach to Awesome Support tickets based on ticket type, status, and priority, displaying everything in a unified view for the agent to complete item by item. It blocks ticket closure while pending items remain, records notes on each completed item, and triggers completion notifications to the assignees for each step of the support process.

Main Features

• Reusable task lists: create collections of tasks and todos that can be assigned to any ticket.
• Automatic attachment by criteria: tasks link to the ticket based on ticket type, status, priority, and other defined criteria.
• Manual task inclusion: add one or more specific tasks to any ticket directly from the agent screen.
• Closure blocking with pending items: prevents the ticket from being closed while there are uncompleted items in the list.
• Notes and notifications per item: attach notes to each completed task and send alerts as items are marked ready.

Benefits of Tasks and Todos

• Standardized support: ensures that each ticket category follows the same execution roadmap.
• Process compliance: reduces the risk of closing tickets by skipping mandatory procedure steps.
• Consolidated view for the agent: shows all pending tasks for a ticket in a single panel.
• Accountability tracking: allows assigning resources to specific tasks and notifying them via configured templates.

Who is it recommended for?

• Support teams operating with SLA, scripts, and standardized procedures by ticket type.
• Agencies and service companies that require mandatory checklists for each handled ticket.
• Internal IT, helpdesk, and support operations that control critical steps before closing a request.

Solution designed for support teams that need to transform repetitive processes into executable lists within Awesome Support itself, ensuring no step of the support process goes unnoticed.

Frequently asked questions