Completing Tasks

Quick Answer

Done helping the customer?

  1. Add a note about what happened
  2. Click "Resolve & Close"
  3. Pick a reason (Booked Job, Unsuccessful Contact, etc.)
  4. Done!

The 4 Ways to Finish a Task

OptionWhen to Use
Resolve & CloseCustomer helped, issue done
Waiting for AnswerCustomer will call/reply back
EscalateNeed account team to handle it
CloseReturn to queue (wrong task, can't handle)

Option 1: Resolve & Close (Most Common)

Use when you've helped the customer and the task is done.

Steps:

  1. Add a note about what happened
  2. Click "Resolve & Close"
  3. Select the reason:
ReasonWhen to Use
Booked JobYou scheduled an appointment
Provided InformationYou answered their question
Issue ResolvedYou fixed their problem
Unsuccessful ContactCalled 3+ times, no answer
Fee Not AcceptedCustomer declined the price
No AvailabilityCouldn't fit their schedule
Service Not OfferedWe don't do what they need
Spam/JunkNot a real customer
Resolve & Close button in dropdown
Click Actions → Resolve & Close
Resolve and Close modal
The Resolve & Close modal - select your reason
Close reason dropdown
Select the appropriate close reason from the dropdown

Example note:

"Scheduled HVAC repair for Tuesday 2 PM. Customer confirmed. Tech: John."

Watch: How to add notes to a task

Option 2: Waiting for Answer

Use when the customer needs to:

  • Call you back
  • Check their schedule
  • Ask someone else
  • Think about it

Steps:

  1. Add a note about what you discussed
  2. Click "Waiting for Answer"
  3. Task goes on hold
Waiting for Answer button active
Button is ACTIVE when YOU sent the last message

Why is the button disabled?

"Waiting for Answer" button only works when YOU sent the last message.

  • ✅ Button Active: You sent the last message → Customer needs to reply
  • ❌ Button Disabled: Customer sent the last message → You need to respond first

If button is disabled: Send a message or call the customer first, then you can use "Waiting for Answer".

Waiting for Answer button disabled
Button is DISABLED when CUSTOMER sent the last message - respond first!

What happens: When customer responds, the task comes back (to you or another agent).

Option 3: Escalate

Use when you need the account team to handle it.

Steps:

  1. Click "Escalate"
  2. Select category
  3. Add notes about what you tried

→ Full escalation guide

Option 4: Close (Return to Queue)

Use when:

  • You claimed the wrong task
  • You can't handle it but it's not an escalation
  • Task is duplicate

Steps:

  1. Click "Close"
  2. Task goes back to the queue
  3. Another agent can claim it

Note: Don't use this to avoid difficult tasks. Try first, escalate if needed.

Before You Close Any Task

Always:

  1. ✅ Check off completed sub-tasks
  2. ✅ Add a note about what happened
  3. ✅ Pick the correct close reason

Your note should include:

  • What the customer needed
  • What you did
  • The outcome
  • Any follow-up needed
Add note button
Click here to add a note before closing

Quick Tips

  • ✅ Add notes before closing - Future agents will thank you
  • ✅ Pick the right reason - It affects reporting
  • ✅ Check sub-tasks - Make sure nothing is missed
  • ✅ Don't leave tasks open - Close or escalate when done