# Understand tasks

> Tasks help agents stay organized by enabling them to create and manage to-do lists that can be assigned to teammates and include comments for collaboration.

Source: https://help.kustomer.com/en_us/understand-tasks-r1djh7wCC

Last updated: 2026-07-22T19:00:31.672Z

Tasks help agents stay organized by enabling them to create and manage to-do lists that can be assigned to teammates and include comments for collaboration. The feature is designed to streamline your team's non-conversation-related work, such as follow-up calls, returns, or escalations. We offer a basic tasks feature that provides a way for your agents to keep track of their important follow-ups, as well as a more advanced option that lets you turn custom objects into tasks. This dual approach ensures that both standard and customized workflows are supported, enhancing team productivity.

**Who can access this feature?**

**User types**

Admins can turn on the Tasks feature and create custom tasks. Agents can access tasks from the timeline.

  

### In this article

*   [Default Tasks app](#default)
*   [Create custom tasks](#create)
*   [Route tasks to teams](#route)
*   [Available reporting](#reporting)

### Default Tasks app

Kustomer provides a default Tasks Klass to get you started, which works perfectly for general to-do items. See this article to learn more about [keeping track of to-dos with tasks](https://help.kustomer.com/tasks-SJMJmOQp). The tasks app adds an insights panel to the customer timeline where you can view **Related Tasks**. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/3f156de3cfd00854ec08ff90d36be729.png)

Click **Add Task** to create a new task, or tick the task from within the **Related Tasks** panel. The task itself is visible in the customer timeline. 

![](https://cdn.kustomerhostedcontent.com/media/570fad9d9001bc1000163b28/6a357bb3444754d7b49340aca3f858b6.png)  

From this task panel, any rep who can see the task is able to:

*   Comment on the task.
*   Attach a file to the task.
*   Mark the task as completed. 

### Create custom tasks

If your team handles more specific tasks, you can build custom versions of Tasks tailored to your unique workflow.

For instance, if agents handle returns, they might need to track details such as the order number and reason for return. In this case, you could create a custom _Return_ Klass with fields for these attributes. Similarly, you could create a _F__ollow up call_ Klass that includes fields for call reasons or whether the recipient answered. 

These custom tasks can be configured through forms or API for greater flexibility. For tasks like onboarding, you may prefer an API-generated task with a simple description and a status that the assigned agent can mark as "done." 

For more information on using custom objects as a task, see [this tutorial](https://help.kustomer.com/create-an-object-on-timeline-BJarDuoDT).

### Route tasks to teams

All tasks, whether via the default Tasks Klass or custom objects, are highly flexible and can be assigned to team members either manually or [through routing](https://help.kustomer.com/route-a-task-SyrHSSC2A). 

### Available reporting

You can review the [Overview report](https://help.kustomer.com/standard-reports-overview-Hy7cdjq8f) to see the average handle time for tasks. The [Team Pulse dashboard](https://help.kustomer.com/team-pulse-BkanzDa4G) shows a real-time view of routed tasks.

**Note:** Task activity, including task creation, updates, completion, and deletion, appears in the Kustomer Audit log with details about the changes made.