TODOs help you track tasks, follow-ups, and work that needs doing. Unlike notes with action dates, TODOs give you proper workflow management with statuses, assignments, and activity tracking.
Overview
What TODOs Are
TODOs are tasks or reminders that need action. Each TODO has:
- Subject - Short description of what needs doing
- Type - Category (Sales, Billing, Faults, etc.)
- Status - Where it is in the workflow (Open, In Progress, Complete, etc.)
- Assignment - Who’s responsible (users or departments)
- Due Date - When it needs finishing
- Activity History - Record of all updates and progress
TODOs vs Notes
Use TODOs when you need to:
- Track work that needs completing
- Assign tasks to team members
- Set due dates and reminders
- Monitor progress through a workflow
- Automatically repeat tasks
Use Notes when you need to:
- Record information for reference
- Document what happened
- Keep a permanent record
- Add context to customer accounts
You can convert notes with action dates into TODOs - the platform shows “Convert to TODO” in the Add menu when you’re viewing a note with an action date.
Creating TODOs
New Standalone TODO
Go to TODOs menu (left sidebar) → View TODOs → Actions menu → New TODO
This creates a TODO that’s not linked to a specific customer or object. Useful for internal tasks like:
- Weekly credit control reviews
- Monthly report generation
- System maintenance reminders
New TODO Linked to an Object
When viewing a customer, number, invoice, or other object, use Add menu → TODO.
This creates a TODO linked to what you’re viewing. The platform automatically:
- Sets the customer (if viewing a customer object)
- Links it to the object you’re on
- Suggests appropriate TODO types
Converting Notes to TODOs
When viewing a note with an action date, use Add menu → Convert to TODO.
The new TODO inherits:
- Subject from the note
- Due date from the action date
- Assignment from note owner
- Departments from note departments
- TODO type matching the note type (when available)
Quick Add from Notes
On any note page, click Add menu > TODO to create a linked TODO based on that note. For notes with an action date, the option shows as Convert to TODO.
Required Information
When creating a TODO, you must provide:
Subject Short description of the task (maximum 80 characters)
Assignment At least one user or department. The system won’t let you create TODOs with no one responsible.
Optional but recommended:
Type Category like Sales, Billing, Faults. This enables context-aware suggestions for actions and next steps.
Due Date When it needs finishing. TODOs show as overdue if this passes.
Content Longer description or notes about what’s needed.
Review Required Tick this if someone needs to check the work before marking complete.
Finding TODOs
Your Assigned TODOs
The left sidebar shows TODOs assigned to you. Click any category to filter:
- Overdue
- Due Today
- Due This Week
- Assigned to Me
- My Department
- All Open
Numbers in brackets show how many TODOs in each category.
TODO List Page
Go to TODOs menu → View TODOs for the full search interface. Filter by:
- Status - Open, In Progress, Needs Review, Complete
- Type - Sales, Billing, Faults, etc.
- Assignment - Specific users or departments
- Dates - Due date ranges, creation dates
- Customer - All TODOs for a customer
Click “Display TODOs” to see results. The list shows:
- Subject and status
- Customer (if linked)
- Due date with visual warnings for overdue
- Who it’s assigned to
- When last updated
On Customer Pages
When viewing a customer:
Open TODOs tab - Shows active TODOs (right-hand summary) TODOs tab - Full history of all TODOs for this customer
Working with TODOs
When you view a TODO, the Actions menu shows options based on the current status.
Complete
Use this when the work is finished.
Actions menu → Complete
Optional fields:
Action Taken What you did to finish this. Choose from context-aware suggestions based on TODO type:
- Sales: “Sent Proposal/Quote”, “Negotiated Pricing”
- Billing: “Explained Charges to Customer”, “Raised Credit Note”
- Faults: “Escalated to Carrier”, “Replaced CPE/Router”
Activity Text Add notes about what happened.
What happens:
- Status changes to Complete
- Completed date set to today
- Activity recorded in history
- TODO marked as done for now (appears in Complete section)
- If set to repeat, new TODO created automatically
Done for Now
Use this when you’ve completed this cycle of a repeating TODO. Only available for TODOs with a repeat rule set.
Actions menu → Done For Now
Optional fields:
Action Taken What you did this time.
Next Step What needs doing next. Choose from context-aware suggestions:
- “Call Customer Back”
- “Chase Carrier Update”
- “Send Update Email”
Activity Text Notes about progress made.
What happens:
- This cycle’s work marked complete
- New TODO automatically created based on the repeat schedule
- Activity logged on this TODO
- Next TODO appears with same subject, type, and assignments
- New TODO’s due date calculated from the repeat rule
Example: You have “Check ABC Ltd call volumes” repeating weekly on Mondays. When you finish Monday’s check, mark it Done for Now. The system creates a new “Check ABC Ltd call volumes” TODO due next Monday.
For non-repeating TODOs: Use Update Progress to log what you’ve done, or Update & Reschedule to change the due date.
Snooze
Hide a TODO until a specific date. Useful when waiting for something.
Actions menu → Update & Snooze
Required:
Not Before Date Date when this TODO should reappear. The system hides it until then.
Optional:
Action Taken Why you’re snoozing it (e.g., “Customer Unavailable”, “Waiting on Customer Documents”)
Next Step What to do when it reappears.
What happens:
- TODO hidden from active lists until the Not Before date
- Shows “Snoozed for X days” label
- Automatically reappears on the specified date
- Useful for: waiting on customer responses, scheduled follow-ups, pause work temporarily
Reschedule
Change the due date or set up repeating TODOs for scheduled recurring tasks.
Actions menu → Update & Reschedule
Required:
Due Date New date when this needs finishing.
Optional:
Repeat Rule Set up a schedule for recurring tasks:
- Weekly: From Creation (same day each week)
- Weekly: Every Monday/Tuesday/etc.
- Monthly: From Creation (same day each month)
- Monthly: First/Last Working Day
Action Taken Why you’re rescheduling.
Next Step What needs doing next.
What happens:
- Due date updated immediately
- If repeat rule set, TODO becomes a scheduled recurring task
- Original TODO keeps its history
Using repeating TODOs:
Repeating TODOs are for tasks that need doing on a schedule. Examples:
- Weekly call volume checks for key customers
- Monthly credit limit reviews
- Quarterly account reviews
- First of month billing checks
When you mark a repeating TODO “Done for Now” or “Complete”:
- This cycle’s work is marked complete
- System automatically creates the next TODO based on the schedule
- New TODO gets the same subject, type, and assignments
- Due date calculated from the repeat rule (e.g., next Monday, first of next month)
- Each TODO is separate - history doesn’t carry over
This saves recreating the same task manually each week or month.
Update Progress
Log what you’ve done without changing the status or due date.
Actions menu → Update Progress
Use this for non-repeating TODOs when you’ve made progress but the work isn’t finished yet.
Optional:
Action Taken Quick-select what you did.
Next Step What needs doing next.
Activity Text Detailed notes about progress.
What happens:
- Status unchanged (stays In Progress or Open)
- Activity added to history
- Last updated date refreshed
- Useful for: keeping team informed, logging phone calls, recording attempts
When to use: You’ve called the customer and left a message, or you’ve done some investigation but need to do more. The TODO stays on your list with the same due date.
Reallocate
Reassign a TODO to different users or departments.
Actions menu → Reallocate
Assignment fields:
Users Pick specific team members.
Departments Assign to whole departments.
Review Settings (optional):
Review Required Tick if someone needs to check before completion.
Review Users/Departments Who should review it.
What happens:
- TODO reassigned immediately
- Original assignees no longer see it in their lists
- New assignees see it in “Assigned to Me” or “My Department”
- Activity logged showing the change
- Useful for: workload balancing, escalations, department transfers
Send for Review
Mark work as ready for checking.
Actions menu → Send for Review
Only available if the TODO has Review Required ticked and review users/departments set.
Optional:
Action Taken Summary of work completed.
Activity Text Notes for the reviewer.
What happens:
- Status changes to Needs Review
- Review users/departments notified
- Shows with warning indicator
- Original assignees can’t mark complete until reviewed
- Reviewer must either approve (send back) or mark complete
Add Comment
Add notes without changing anything else.
Actions menu → Add Comment
Simple text box for notes. Useful for:
- Recording phone conversations
- Noting what customer said
- Leaving messages for colleagues
- Documenting decisions
Update Details
Change the subject or content text.
Actions menu → Update Content
Edit the TODO description. Useful when:
- Requirements change
- More information available
- Original description unclear
Cancel TODO
Mark a TODO as no longer needed.
Actions menu → Cancel TODO
Optional:
Activity Text Why you’re cancelling it.
What happens:
- Status changes to Cancelled
- Removed from active lists
- Still visible in history
- Can’t be reopened (create new TODO instead)
Reopen
Bring back a completed TODO.
When viewing a completed TODO: Actions menu → Reopen
Optional:
Activity Text Why you’re reopening it.
What happens:
- Status changes back to Open
- Reappears in active lists
- Completed date cleared
- Previous completion recorded in history
- Useful when: work wasn’t actually finished, issue returned, need to redo something
Understanding TODO Status
Visual Indicators
TODOs show colour-coded indicators:
Overdue (red) Due date has passed. Shows “Overdue by X days”.
Due Today (amber) Due date is today. Shows “Due today”.
Due Soon (amber, if assigned to you) Due within a few days. Shows “Due in X days”.
Assigned to Me (amber) You’re one of the assigned users.
My Department (grey) Assigned to your department but not you personally.
Snoozed (grey) Hidden until Not Before date. Shows “Snoozed for X days”.
Needs Review (amber) Waiting for someone to check the work.
Status Lifecycle
Open → In Progress → Needs Review (if required) → Complete
You can also:
- Cancel at any point
- Reopen completed TODOs
- Move between Open and In Progress freely
The system doesn’t force a rigid workflow - use statuses that make sense for your process.
Activity History
Every TODO records all updates in the Activity tab. Each entry shows:
- What happened (Created, Updated, Completed, etc.)
- Who did it
- When it happened
- Action taken and next steps (if recorded)
- Any notes added
This gives you a complete audit trail of:
- Who worked on it
- What they did
- When they did it
- Why decisions were made
Quick Actions
Some TODOs support quick actions for common tasks:
Quick Complete One-click complete without the form (when no additional info needed).
Quick Done for Now Mark this cycle complete and trigger the next scheduled occurrence. Only available for repeating TODOs.
Quick Procrastinate Snooze until tomorrow (for when you’re busy).
These appear as buttons when viewing the TODO, making common actions faster.
Auto-Generated TODOs
Some TODOs appear automatically when system events happen - for example, when a payment fails, an email bounces, or a credit limit is reached. These work the same as manual TODOs.
Auto-generated TODOs may also complete automatically when the underlying issue is resolved. For example, a “chase payment” TODO might complete automatically when payment is received.
For more details, see Working with Auto-Generated TODOs.
Working Through Multiple TODOs
The working list lets you process TODOs sequentially without returning to the list page after each one. Filter your TODOs, start the working list, and work through them one by one.
This is useful for:
- End-of-day reviews
- Processing department queues
- Working through overdue items
- Batch credit control calls
For more details, see Using the Working List.
Best Practices
Creating Effective TODOs
Use clear subjects “Chase Carrier for CLI order” not “Follow up”.
Set realistic due dates Better to finish early than constantly reschedule.
Choose the right type This enables context-aware action and next step suggestions.
Assign to specific people when possible Department assignments work for general tasks, but specific assignments get better attention.
Managing Your TODO List
Check your TODOs daily Start each day by reviewing “Assigned to Me” in the sidebar.
Update regularly Log progress even if not complete. Keeps team informed.
Don’t let them go overdue If you can’t meet a due date, reschedule it early rather than letting it go red.
Log progress regularly Use Update Progress to record what you’ve done, even if not finished. Better than leaving it silent for weeks.
Snooze when waiting If you need customer response, snooze it until you expect to hear back.
Team Collaboration
Use activity text Leave clear notes for colleagues who might need to pick this up.
Record next steps Help the next person know what to do.
Reallocate when needed If someone’s better placed to handle it, reassign it rather than leaving it on your list.
Send for review on complex work Get a second pair of eyes on important tasks.
Using Repeating TODOs
Repeating TODOs work best for scheduled recurring tasks. Good examples:
- Weekly credit control reviews (every Monday)
- Monthly invoice checks (first working day)
- Quarterly customer account reviews
- Regular system health checks
- Weekly call volume monitoring for key accounts
How to use them:
- Create the first TODO and set the repeat rule
- When you’ve done this week’s/month’s work, mark it “Done for Now”
- System creates the next TODO automatically with the correct due date
- Repeat each cycle
This is much easier than manually creating “Check ABC Ltd call volumes” every Monday.
Tips and Tricks
Keyboard shortcuts The platform supports quick navigation - ask your administrator about enabled shortcuts.
Context-aware suggestions Action Taken and Next Step dropdowns show different options based on TODO type. Pick the right type to get relevant suggestions.
Linking to objects Always create TODOs linked to relevant objects (customers, numbers, invoices). Makes it easier to find context later.
Converting old notes If you have notes with action dates, convert them to TODOs for better tracking.
Mobile access TODOs are fully accessible through the portal on mobile devices. Your assigned TODOs appear in the dashboard.
Common Questions
Can I delete a TODO?
No. Cancel it instead. This preserves the audit trail.
Can I assign a TODO to someone outside my department?
Yes, if you have permission. Some systems restrict cross-department assignment.
What happens if I miss a due date?
It shows as overdue (red) in all lists. No automatic action - you just need to complete or reschedule it.
Can I see all TODOs for a customer?
Yes. Go to the customer page → TODOs tab.
Do repeating TODOs keep the same assignees?
Yes. Each new TODO in the schedule gets the same users, departments, type, and subject. You can change them on individual TODOs if needed (e.g., if someone’s on holiday).
Can I have multiple people assigned?
Yes. Assign multiple users and/or departments. All of them see it in their lists.
What’s the difference between Done for Now, Update Progress, and Snooze?
Done for Now: Only for repeating TODOs. Marks this cycle complete and triggers the next scheduled occurrence.
Update Progress: For regular TODOs when you’ve made progress but not finished. Logs what you’ve done but keeps the TODO on your list with the same due date.
Update & Reschedule: When you need to change the due date. Use this if you’ve done some work but need more time.
Snooze: Hides the TODO until a specific date without recording any progress. Use when you’re waiting for a customer response or a specific event.
Example: You’re chasing payment. You call and leave a message - use Update Progress. Customer says they’ll pay Friday - use Update & Reschedule to Friday. You’ve done a weekly credit check - use Done for Now (if it’s repeating).
Can customers see TODOs?
No. TODOs are internal only. Customers can’t see them through the portal.