Tasks are ZestMSP's lightweight work item for things that aren't customer-facing tickets — internal research, evaluations, follow-ups, and small projects that don't need SLAs. This article covers when to use a Task vs. a Ticket, how to create and work Tasks, and how Tasks fit into Projects.

Task vs. Ticket — which to use

Both Tasks and Tickets let you assign work, log time, comment, and resolve. The differences are about scope:

The decision is simple: if it has SLA pressure or a customer is waiting on it, make it a Ticket. If it's internal work, make it a Task.

Common Task examples:

• Review VPN Solutions — researching a tool before recommending it.
• Start Veriato Trial — kicking off an evaluation.
• Document the new firewall policy — internal knowledge work.
• Follow up with vendor about the SKU change — administrative.

Open the Tasks list

Go to Tasks in the left nav. Two tabs:

• All open tasks — what's in flight.
• Resolved tasks — completed.

Columns: Task Title, Primary resource, Created date, Reporter, Status. Sort, search, and Quick Filter as needed.

Create a Task

1. Click + Create a new task.
2. Enter a Title.
3. Optionally add a Description.
4. Set the Company — every Task must be assigned to a Customer Company.
5. Set the Primary resource — every Task must have someone assigned to do the work.
6. Set the Reporter (who raised it).
7. Save.

The Task gets a T- ID and lands on the All open tasks tab. Because Tasks are always tied to a Company, they show up on that customer's records and can roll up alongside Tickets and Projects.

Work a Task

The Task detail page mirrors the Ticket layout, simplified:

• Title and Description in the main area.
• Attachments for any reference files.
• Activity with two tabs: Comments and Time entries.
• Task details sidebar with Reporter, Primary resource, and Status.
• Company details sidebar if the Task is linked to a customer.

Use the top-right buttons exactly like on a Ticket:

• Resolve — closes the Task.
• Reassign — change the Primary resource.
• Schedule — block time on your calendar to do the work (requires Outlook or Google Calendar integration).
• More — additional actions.

Comments

Add comments to capture context, decisions, or hand-offs. Comments are internal — Tasks don't have a "send reply to customer" mode because Tasks aren't customer-facing.

Time entries

Log time spent on the Task from the Time entries tab. Task time flows into Timesheet and Time Entries reports the same way Ticket time does.

Tasks inside Projects

Projects use Tasks as their building blocks. Each Phase of a Project can have one or more Tasks created from it, and time logged on those Tasks rolls up into the Project's progress and estimated hours.

When you're working a Project, most of your day-to-day clicking happens on the individual Tasks underneath each Phase. See Run Projects for the full workflow.

Resolved Tasks

Resolved Tasks move off the All open tasks tab into Resolved tasks. Their history — comments, time entries, attachments — stays intact for reporting and for the Project rollups they belong to.

You can reopen a Resolved Task if the work needs more attention; the More menu on the Task detail handles this.

Tips

• Don't use Tasks as Ticket replacements. If a customer is waiting on the work, it's a Ticket — even if it's small. SLAs and customer visibility matter.
• Use a clear naming pattern. Verb-first Task titles (Review, Document, Test, Follow up) read well in the Workfeed and your Resolved tasks history.
• Resolve Tasks promptly. A pile of open Tasks distracts from real work. If a Task has stalled, comment on what's blocking it or close it and create a new one with a clearer scope.

Related articles

• Create and work a Ticket
• Run Projects
• Log time with Timesheet and Time Entries