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Tasks is a board for your support team’s own work: a knowledge page to fix after a wrong answer, a bug to report after a run of tickets, a customer promise to keep. Each task can carry links to the conversation, ticket, feedback, message or knowledge update request it came from, so whoever picks it up sees the evidence without searching for it.

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Accessing Tasks

Navigate to Admin > Tasks. The badge next to Tasks in the navigation shows how many open tasks you own.
Tasks is off by default. Contact AGO to enable Tasks for your workspace. Once enabled, it is available to staff users only: account managers and viewers do not see it.

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Queues

Tabs at the top of the page split the board into queues: All is the only queue that shows closed tasks. It lists tasks closed in the last 14 days; turn on Show all to see older ones.

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Statuses

New workspaces start with five statuses: To do, In progress, In review, Done and Canceled. Each status is a column on the board. In review feeds the Needs review queue. Moving a task to Done or Canceled marks it as finished. From Board settings on the Tasks page, you can add, rename, recolor (8 colors) and archive statuses, and reorder them by dragging the handle next to each one (or with the keyboard: focus the handle, press Space, move with the arrow keys, press Space again). Labels are managed in the same panel. When you archive a status that still has tasks, AGO asks which status to move them to. A few statuses are protected and show a lock: the review status (the Needs review queue lists its tasks), the last remaining to-do status and the last remaining done status.

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Task IDs

Every task gets a short ID such as TASK-12, shown on its card, in the table and at the top of the task. Click the ID at the top of a task to copy it. The ID works anywhere a task is expected: in the search box, in the address of a task page (/admin/tasks/TASK-12), in the Tasks API and in MCP tools, so you can ask an AI assistant to “move TASK-12 to Done”. IDs are never reused, even after a task is deleted.

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Task Fields

Labels are shared across the board. You can create, rename and delete them, and pick one of 8 colors. Label names are unique regardless of case, so “Billing” and “billing” cannot coexist. Each card shows the owner’s avatar, the priority, “Overdue by N days” when the due date has passed, where the task came from, up to three labels (then +N for the rest), and how many comments and links it has.

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Views

Switch between a board and a table layout. Group tasks by status, priority, owner or label. Sort by updated date, creation date, due date or priority. Manual sorting lets you drag and drop cards to set their order; it is available when grouping by status. Filter by owner, status, category, label, priority, source, due before, due after, overdue, or a search on the title or task ID. Turn on Include archived to see archived tasks. Save any combination of layout, grouping, sorting and filters as a view to reopen it later. You can share a view with the whole team.

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Card Actions

Hover a card to show its toolbar: a checkbox to select it for bulk actions, and a ⋯ menu. Right-clicking a card opens the same menu. From it you can open the task in the side panel or as a full page, copy its link, move it to another status, change its owner or priority, archive it, or delete it. After a quick change (moving a card to another column, changing its owner or priority, archiving, restoring or deleting it), a message confirms the change with an Undo button for a few seconds. You can also press ⌘Z (Ctrl+Z on Windows) while the message is shown. A deleted task disappears right away, and is only deleted for good once the message closes.

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Command Menu and Keyboard Shortcuts

Press ⌘K (Ctrl+K on Windows) on the Tasks page to open the command menu. Type to filter commands, search the tasks on screen by title or ID, type an ID such as 12 to open TASK-12, or ask the AGO Assistant what you typed. When a task is open or under your pointer, the menu also offers its actions. The current task is the one open in the side panel, otherwise the card under your pointer or with keyboard focus. Shortcuts are ignored while you type in a field. Inside the AGO Assistant panel, ⌘K keeps opening the Assistant.

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The Task Panel

Click a card to open the task in a side panel. Use the expand button at the top of the panel to open the task as a full page, with its own address you can share. The panel closes with the » button or Escape. The task reads like a page: the title at the top, then its properties (status, owner, priority, due date, labels, where it came from and when it was created). Click a property to change it; empty ones read Empty.
  • Fields: edit the title, description, status, priority, due date, owner and labels. Changes save automatically. If someone else changed the task while you had it open, you see Updated by someone else and can reload the latest version before editing.
  • Evidence: the conversations, tickets, feedback, messages and knowledge update requests linked to the task. If a linked item is deleted, the link stays and is marked as deleted.
  • Comments: write comments and @mention staff users to notify them. You can edit and delete your own comments.
  • History: the changes made to the task, collapsed under the comments.
  • Watch: turn notifications for the task on or off.
  • Actions: archive, restore or delete the task. Archiving removes the task from the board but keeps its history; deleting removes it permanently once the Undo message closes.

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Creating Tasks from Your Work

Besides creating a task from the board, you can start one from where you found the problem: The creation form opens with a generic title and the item already linked as evidence. AGO does not copy customer text into the task. Before you save, the form warns you when tasks already exist for that item, and points you to an existing knowledge update request when one already covers it. Agents can also add follow-up tasks to the board during a conversation. See Follow-up Task Tool.

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Bulk Actions

Select up to 100 tasks to change them at once: move them to a status, set the owner, priority or due date, add or remove a label, archive, restore or delete them.

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Notifications

Task notifications appear in the bell in the left sidebar. You get one when:
  • a task is assigned to you
  • the status of a task you watch changes, or someone comments on it
  • someone mentions you in a comment
You watch a task automatically when you create it, own it, comment on it or are mentioned in it. If you unwatch a task, it stays unwatched even if you comment on it later.

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Emails

AGO also sends an email when a task is assigned to you and when you are mentioned. Emails contain only the task title, never its description. Each email has a Stop task emails link that turns them off in one click. To turn them back on (or off), open Board settings on the Tasks page and use the Task emails switch.