Creating + tracking tasks
The Tasks page in the sidebar lists every task you can see; a client's Tasks tab lists just that client's. Every task has a priority, a status, a department and a visibility: internal or client-visible. Archived tasks leave the list and the board; the Archived filter on the list lists them, and moving one to another status brings it back.
Tasks marked Client-visible show up in the client portal, where the client sees a progress bar (Planned, In progress, Completed) and the due date — never the description, assignee or comments. Ticking the box emails the client's portal contacts a “Shared with you” note once; tasks made by recurring templates, MCP or an import never send one. After that, they're emailed when the task moves to In progress or Completed, and when you pick Request client approval (refused, with what to fix, when none of those contacts can open the portal to answer). The email goes out a couple of minutes after the change, so a task moved straight through to Done sends only “Completed”. When a task waits on the client, they can Approve it, Request changes or Reject it, and can add a note when asking for changes or rejecting. If they haven't answered, they're reminded 3 and 7 business days after you asked (on a weekday, in working hours in your workspace's time zone), unless they've written to you since (an out-of-office reply doesn't count). Their note shows under the task in your lists, and the Activity page records which contact decided. An approved task is locked: you can still mark it done, but Reset approval reopens it for any other change. Internal tasks stay agency-only.
On the board, drag a card to reorder it. With the keyboard, Tab to a card and press Ctrl+↑ or Ctrl+↓ (⌘ on a Mac); Enter opens it. On a phone or tablet, use the up and down arrows under each card.
Task IDs
Every task and subtask has a short ID: your agency's prefix and a number, like KELD-142. It sits beside the title on the task's row and board card, and it leads the subject of the emails about the task. Numbers are handed out in order when a task is created and never reused, so an ID always names the same task.
Type an ID (or just its number) into the ⌘K palette to jump to the task or subtask; the search on the Tasks page finds tasks by ID too. Click the ID at the top of an open task to copy a link to it; a teammate who can see the task opens it straight from the link.
Owners and admins set the prefix under Settings → Agency / Workspace → Task ID prefix: 2–6 letters or digits, starting with a letter. Changing it changes how IDs read; an old ID still opens its task.
Client requests
Clients ask for work from the portal with New request: a title and the details, nothing else — no due date, priority or attachment. Each request gets its own ID, like KELD-R17, and the client gets an emailed receipt with it straight away. To record an ask that came by phone or email, open New task with a client picked and choose Type: Request, or use Log as request on the client's message (or on their email you forwarded to the client's address).
Clients can also email a request. A new email (not a reply; a forward counts as new) from one of the client's contacts to the client's forwarding address becomes a request with its receipt, when the sender's email domain passes DMARC, the check that it really came from them (Gmail, Outlook.com, Yahoo and most company mail do). Anything else is filed as a message: an out-of-office reply, mail from someone who isn't a contact, or from a domain without DMARC, which the message notes; use Log as request on it. Owners and admins can turn this off in Settings → Client requests by email.
Requests sit in Tasks with a Request badge; new ones wait under Needs triage, and the Overview's Requests to triage card and the daily digest of owners and admins list them too. Open one to Accept it (with an assignee), Decline it with a reason the client sees, or Mark duplicate of another request or shared task for the same client; the client is emailed the decision. Reopen brings a declined, duplicate or finished request back: a declined or duplicate one returns to Needs triage, unassigned and undated. A request is never deleted — decline it instead. Each request has its own conversation with the client. A reply to any of its emails lands there, and so does an email from one of the client's contacts that quotes its ID, like KELD-R17, in the subject.
The client sees an unshared request as Received, Accepted or Declined only. Tick Client-visible to show them its progress bar and due date. On a shared request, Waiting on client… tells the client you need something from them: a “Waiting on you” card, and an email unless they have no address on file or turned progress emails off (the panel says whether it went); their reply in the portal clears it, and so does their emailed reply to one of the request's emails when their domain passes DMARC (an out-of-office reply never does). Without an answer, a reminder goes 3 and 7 business days later (on a weekday, in working hours in your time zone), and 21 days after you asked the request closes: it's archived, the client's portal shows Closed, and its assignee (or owners and admins) gets an email. Nothing is sent or closed once the client has written to you since you asked (an automatic reply doesn't count). A task you share with the client can wait on them too: open it and choose Waiting on client…. Its emails go to the client's contacts with portal access (up to five), they answer on the task's page in their portal, and the same reminders follow. Their reply there clears it; unlike a request, a task never closes on its own, so it waits until they answer or you turn it off. Draft an access ask starts the note from the accounts listed on the client's page. A shared request's requester is also emailed when it moves to In progress or Completed, and when you ask for their approval; the Completed email tells them how to say it isn't finished. An unshared request keeps showing Accepted after you finish it; tick Client-visible to show the client it's done.
Every client email except the receipt and the triage decision has a Stop these updates link, and a portal contact can turn the same emails off under Your details; receipts and decisions always arrive. The portal's item page lists the emails sent about the item under Email updates.
Clients can ask for an update on an item once every two days, and say a finished request isn't finished; either reaches the assignee, or owners and admins when nobody is assigned.
Subtasks
Open a task to see its subtasks. To reorder, drag a subtask by its handle, or press Tab until the handle is highlighted and press Ctrl+↑ or Ctrl+↓ (⌘ on a Mac). On a phone or tablet, tap the up and down arrows next to a subtask. Subtasks are simple checklist items, with no due dates or assignees of their own.
Recurring task templates
Open Tasks and click Recurring. Templates run daily, weekly, monthly or yearly (Annual), at 6 AM in your workspace's time zone, and create a fresh task each time. Useful for monthly check-ins, weekly reports and daily standups.
How many you can have depends on your plan: Starter 2, Pro 25, Growth 75, Business 250, Scale 750, Enterprise unlimited. A paused template still counts when you create a new one; it doesn't count when you change plans or turn another template back on.
Calendar view
Open Tasks and click Calendar to see your tasks that have a due date (subtasks and tasks for archived clients aren't shown). Drag a task to another day to change its due date. Due dates are days only, with no time. The task moves right away; if the change can't be saved, it moves back and you'll see a message. Finished tasks can't be dragged, and viewers can't reschedule.
Use the Month / Week switch at the top right. A client's Tasks tab has its own month calendar next to the list.
Saved views
On the Tasks page, set your filters and sort, open the Views menu, choose Save current view… and give it a name. Pick it from the Views menu any time to bring those filters back. Star a view to make it your default whenever you open Tasks. Owners and admins can also tick Share with the workspace so the whole team gets the view.