Linking Conversations to Tasks

One of the strongest parts of HelpDesk in iTasks is the link between a customer conversation and a regular project task. Because of that, support and execution do not live in separate tools: the client message, the internal discussion, and the task itself remain connected in one shared context.

1. Why link a conversation to a task

Task linking matters when the client message is no longer just about replying in chat. For example:

• the client reported a bug that needs engineering work;
• the conversation turned into a request for an improvement or new feature;
• the team needs to create an internal action item for support, product, or operations;
• there is already an existing task and the conversation should be linked to that ongoing work.

Once linked, the team can open the task directly from the conversation and keep the conversation context tied to the internal work without copying references by hand.

2. The two linking options

The Link task action inside a conversation opens a dedicated drawer with two scenarios:

1. Create a new task from the current conversation.
2. Link an existing task from the same project.

3. Creating a new task from a conversation

When you choose the new-task flow, iTasks already prepares useful context for you:

• the title is based on the conversation subject or built from the conversation number and client name;
• the description automatically includes the conversation number, channel, client, and the latest client message;
• the new task is created in the same project as the HelpDesk channel.

1. Open the conversation.
2. Tap Link task.
3. Keep the suggested title or edit it.
4. Review and extend the description if needed.
5. Tap Create and link.

After that, the new task appears in the project and the conversation immediately shows it in the linked-tasks block.

4. Linking an existing task

If the work already exists, there is no need to create a duplicate. Instead, search the tasks from the selected project and link the right one to the conversation.

1. Open the Task links drawer.
2. Go to the Existing task block.
3. Start typing the task title.
4. Select the right match from the results.
5. Tap Link.

The search results show not only the task title, but also its current status and assignee. That makes it easier to avoid linking the conversation to the wrong item with a similar name.

5. What becomes visible after linking

Linked tasks are shown directly inside the conversation in a dedicated block. For each task, the card shows:

• title;
• type and priority;
• current status;
• current assignee.

Tapping the task opens its screen, so a support specialist can jump from the customer conversation to the team’s internal work immediately.

6. Which scenario to choose in practice

A common best practice looks like this: the first customer report creates the task, and all later similar conversations are linked to that same task. Support can see that the issue is already in progress, and the product team does not drown in duplicates.

7. What to do after the task is linked

1. Leave an internal note with context for the implementer.
2. Send an external reply if the client should be informed that the issue is now in progress.
3. Adjust the conversation status to Waiting for client, Open, or Closed depending on your process.

If files, screenshots, documents, or internal discussion matter in this workflow, the next guide is Files, Images, and Internal Notes.