Sometimes your team can’t solve a problem alone. Finance has to confirm a refund, or operations has to trace a parcel. A task asks them, without giving them the customer’s whole conversation.
Ask another team
- Open the ticket’s card and choose Ask another team.
- Write a title, for example “Confirm the refund of the second charge”.
- Write the Brief: what you need, in your own words.
- Choose who it’s For, a person or a team, and when it’s Due.
- Under Share with this task, tick only what they need: a field such as the amount, or a file such as the receipt.
- The customer’s contact details are masked unless you tick Share the customer’s contact.
- Choose Send the task.
They’re told by email and in Texa Desk, and the task appears under My tasks in their menu.
What they see
The person doing the task sees your brief, the ticket’s reference and state, what you shared, and the task’s own notes. They never see the customer’s conversations, unless their role already lets them see that ticket. Every time someone opens what a task shares, it’s recorded in the audit log.
Working on a task
Open it from My tasks, write notes to the person who asked, and mark it Done. The ticket’s card shows its open and done tasks. If the ticket’s type is set to Wait for its tasks, it can’t be resolved until they’re all done.
Time spent
If your company records time spent, choose Add time on the ticket with the minutes and what they were for.