Task Status
Every task has a status that reflects where it currently stands in the resolution process. There are five possible statuses:
New — The task has been created but no work has started yet
In Progress — Someone is actively working on it
Waiting — Work is paused, typically because you're waiting on a response from the customer
Completed — The task has been resolved
Dismissed — The task was closed without being resolved (e.g. a duplicate or no longer relevant)
New, In Progress, and Waiting are "open" statuses — the task still needs attention. Completed and Dismissed are "terminal" — the task is closed and no further action is expected.
What Moves a Task Between Statuses
Transition | What triggers it |
New → In Progress | The first action is created on the task |
In Progress → Waiting | You're waiting on another user or external input before you can continue |
Any open status → Completed | A user manually marks the task as completed |
Any open status → Dismissed | A user manually dismisses it, or the last linked timeline event is removed (auto-dismiss) |
Completed/Dismissed → In Progress | A user re-opens the task by changing the status back |
What Happens When a Task is Completed
When you mark a task as Completed:
AI generates a written summary of how the task was resolved and saves it to the resolution field — unless you've already written one manually
The resolved date and the user who resolved it are recorded
If the task came from a workflow, the workflow continues (conditional on the setting in the workflow node)
Any linked manual task step is marked as completed
What Happens When a Task is Dismissed
When a task is Dismissed:
All active actions are automatically skipped
The resolved date is recorded
Any linked manual task step is marked as dismissed (not completed)
Any paused workflows are unblocked
Due Date (SLA)
The Date Due field controls when a task should be resolved by. It can be set manually by anyone with edit access, and is automatically set to the payment date when a Promise to Pay is recorded. It triggers "Due Soon" and "Overdue" notifications, checked every 15 minutes.