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Setting up WFM general tasks for non-ticketing work



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Colleen Hall

Zendesk Documentation Team

Edited Feb 12, 2025


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9 comments

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Elaine

Zendesk Customer Care

Hi Jim,
 
To delete a subtask in Zendesk:
 
  1. Open the Ticket/Task: Navigate to the ticket or task containing the subtask.
  2. Locate Subtask Section: Find the section displaying associated subtasks.
  3. Identify Subtask: Choose the specific subtask you want to delete.
  4. Delete Subtask: Look for a delete option, often represented by a trash bin icon. Click to remove the subtask.

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Where do you open the Ticket/Task? I don't think there's an option for one to delete. 

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Hi Jorge, 
 
To delete a general task, all you need to do is hover over the general task you would like to delete and then on the right side of the page, you will see a red bin icon. Clicking that will ask you to confirm and once you confirm, the general task will be deleted. 

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Eugene Cheok Unfortunately I don't see that option from the General Task. The only option at the end is to add a Sub Task. 

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Hi Jorge, 
 
Thank you for sharing that information. To troubleshoot this further, I will go ahead and create a ticket on your behalf so we can continue this conversation there. 

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Seems this has been fixed already. I am now able to delete the General Tasks. Not sure why but the option was not present until 2 days ago. All good now, Eugene Cheok. Thanks!

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Hi Jorge,
 
You are most welcome! Thank you for letting me know, I am glad you are able to delete the General Tasks now. 

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This is very exciting now that this can map to talk state but what about other channels? Will messaging be added on soon too? This still doesn't fully solve the problem for agents needing to set their status in 2 places.

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In the case of a weekly meeting that will be scheduled every week at the same time, is it possible to automatically have this booked in the agent's schedule? instead of adding it manually? 

 

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