Work items and approvals
Tasks, tickets and requests as work items with references like TKT-1042, assignees, status history, comments and time logged against them.
The problem
Work requested in one place and done in another goes missing. Without a shared reference, nobody can say what was asked, who owns it or how long it took.
Who uses it
- Team leads
- Agents and specialists
- Client workspaces raising requests
Used by: Customer support, Operations
How it works
- Create a work item from a record, a company or a client request.
- Assign it and move it through its statuses, with every change kept in history.
- Refer to it anywhere as a short reference — TKT-1042 — including in chat.
- Start the timer on it, so time is attributed to the work rather than to a shift.
What it does not do today
- There is no task list or board page in the customer app yet; work items are opened from the record, company or request they belong to.
- Approvals exist but are not yet in the navigation.
Connected to
Work items and approvals works on the same records and history as these parts of the platform.
CRM and universal records
AvailableOne record model for leads, customers, tickets and candidates, with stages, custom fields, companies and a full activity timeline.
Learn moreTeam chat and notifications
Available with limitsChannels, direct messages and threads with mentions, attachments and search — and links that resolve #TKT-1042 to the work it names.
Learn moreTime tracking
AvailableClock in and out, breaks, timesheets, a live team view and shift templates — with time attributed to campaigns or work items.
Learn moreAgency client workspaces
Available with limitsFor agencies: create and fund client workspaces, choose their products, delegate access, and run playbooks and reports across clients.
Learn more