Every case requires work to be completed - sending agreements to clients, sharing forms for completion, collecting education documents, obtaining certificates, securing school offer letters for student visas, or lodging applications with immigration. These are all work tasks that need to be done to successfully process a case. This is where tasks come in. For each case category, you can predefine tasks once in Settings. When you create a new case for that specific category (for example, a Student Visa), all the predefined tasks automatically get assigned to the case. All you need to do is tick off tasks as you complete the work. This guide covers both predefined task templates that automatically assign to cases and ad-hoc tasks you can create on the fly for unique situations.
Case Tasks Overview

Case Tasks Overview

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Predefined task templates

Predefined task templates are reusable task definitions you create once in Settings. When you create a new case that matches the template’s categories, all associated tasks automatically appear on that case.

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Ad-hoc tasks

Ad-hoc tasks are created directly on a specific case when needed. They’re perfect for unique requirements that don’t fit your standard templates.
Use predefined templates for your standard processes and ad-hoc tasks for exceptions. This combination ensures consistency while remaining flexible.

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Creating predefined task templates

1

Navigate to task template settings

Click on Settings in the main navigation menu.Select Cases from the settings menu.Click on the Tasks tab.
Settings Cases Tasks Menu

Navigation path to task template settings

2

Enter task template details

Fill in the following information:
  • Task Name (required) – Enter a clear, action-oriented name (e.g., “Verify Employment Letter”, “Submit Application to Immigration”)
  • Categories (required) – Select one or more case categories. The template will automatically assign to cases matching these categories.
    • You can select “All” to assign this task to every case regardless of category
  • Description (optional) – Add detailed instructions or notes about the task. Use the rich text editor to format instructions, add links, or create lists.
Task Template Modal

Task template creation modal with all fields filled

The categories you select determine which cases will automatically receive this task. If categories don’t match a case, the task won’t appear on it.
3

Save the task template

Click the “Add Template” button to save your task template.
4

Reorder templates (optional)

The order of templates in the list determines the order tasks appear on cases.To reorder templates:
  1. Hover over a template row
  2. Click and drag using the drag handle (⋮⋮) on the left side
  3. Drop the template in your desired position

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Creating ad-hoc tasks on a case

Sometimes you need to create a task specific to one case. To do this, simply go to the case and click on the Add Task button:
Cases List Open Case

Cases list with one case highlighted

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Comments

When viewing or editing a task, users can leave comments to keep everyone informed about the task’s progress and any blockers.
Task Collaboration Details

Task edit modal showing created by and updated by information

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How automatic task assignment works

1

Case is created

When you or a team member creates a new case and selects its category (e.g., “Student Visa”), the system instantly checks for matching task templates.
2

Matching templates are found

The system identifies all task templates whose categories match the new case’s category.For example, if you created these templates:
  • “Verify Enrollment Letter” (Categories: Student Visa)
  • “Check Financial Documents” (Categories: Student Visa, Work Visa)
When creating a Student Visa case, all three tasks would automatically be assigned to that case.
3

Tasks appear on the case

Navigate to the case’s Tasks tab, and you’ll see all automatically assigned tasks ready to work on. No manual setup required!
Tasks appear in the order you set in the task templates list, ready for your team to start working through them.

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Next steps

Creating Cases

Learn how to create cases that will automatically receive your task templates.

Case Profile

Explore all features available on the case profile page, including the Tasks tab.

User Management

Set up team members who can be assigned to tasks.

Case Categories

Configure case categories that determine which tasks auto-assign.