Tasks in Zoho Desk gives support agents a structured way to track and complete discrete pieces of work—whether tied to a customer ticket or handled independently—so nothing slips through the cracks during the support lifecycle.
What is it
Tasks in Zoho Desk is an activity type within the Activities module that lets agents create, assign, and monitor specific work items that must be completed within a defined time frame.[2] Each task carries key details such as priority level, status, due date, and ownership, and can be linked directly to a ticket or kept as a stand-alone item.[1] Agents can add comments, log time entries, and attach supporting files to a task, giving the whole team visibility into progress.[3] Ownership can be assigned manually at creation or automatically through automation rules, ensuring accountability across the support team.[2]
When to use it
- Following up after a ticket interaction — when a resolution requires an action that happens outside the ticket itself, such as sending a follow-up document or coordinating with another department.[2]
- Tracking multi-step resolutions — when a single ticket involves several discrete steps that different agents must complete in sequence, tasks keep each step visible and accountable.[2]
- Scheduling product demos or onboarding calls — stand-alone tasks (not tied to any ticket) are ideal for recurring agent responsibilities that still need due dates and priority tracking.[1]
- Delegating work across a team — a team lead can create a task and assign it to a specific agent, or let automation rules handle assignment based on predefined criteria.[2]
- Managing work on mobile — agents in the field can create, edit, comment on, and complete tasks directly from the Zoho Desk mobile app without needing desktop access.[3]
- Reviewing completed or overdue work — pre-defined task views (e.g., tasks due today, completed tasks) let managers quickly audit workload and spot bottlenecks.[1]
How to access it
In the Zoho Desk web application, navigate to the Activities module from the top navigation bar and select the Tasks section to see all tasks across your help desk.[1] To create a task linked to a specific ticket, open the ticket detail page and look for the Tasks option in the related information panel; click Add Task (+) to fill in the task details and save.[2] On the Zoho Desk mobile app (Android and iOS), open any ticket, tap the Tasks icon in the Related Information section, and tap the Add (+) icon to create a new task on the go.[3]
Related features
- Calls — log inbound and outbound phone interactions with customers alongside tasks in the same Activities module, keeping all agent actions in one place.[1]
- Events — use Events when a work item has a specific location, time, and duration (such as an on-site visit), complementing the time-bound nature of tasks.[2]
- Automation Rules — configure workflow automations to auto-assign task owners or sync task status with associated tickets, reducing manual overhead.[2]
- Custom Views — build and save filtered task lists (by status, owner, due date, etc.) to surface the most relevant tasks quickly; archive views you no longer need to keep the interface clean.[1]
[1]: Desk | Activities | Knowledge Base — Add, Edit and Delete Tasks; Working with Activities in Zoho Desk; Archiving Custom Views sections.
[2]: Desk | Activities | Knowledge Base — Managing and working with tasks; Working with Tasks; Assigning and Managing Task Owner sections.
[3]: Agents can manage the Tasks on the go, now with Zoho Desk mobile app — Zoho Desk Community announcement.