The Tasks Page

Written by Uday Kumar Updated September 24, 2026 04:42

Who this is for. AP Helpdesk Analysts and Managers. See Roles and Access.

The Tasks tab is the queue: everything the agent could not finish on its own, and everything your settings told it to raise for a person. It is where most day-to-day helpdesk work starts.

What the tab holds is bounded by your role and by the mailbox selected above the tabs. The list is worked rather than edited: you assign, prioritise, and complete tasks here, and the records behind them are corrected elsewhere.

Figure 1. The Tasks tab. The two views sit above the list, with the toolbar on the right.

Open the Tasks tab

In the navigation rail, point to SmartVendor, then select SmartVendor from the menu that opens.
Check the ERP and Mailbox selectors. Every count below belongs to that pair.
Select the Tasks tab.

The heading reports the count for the current view, for example Tasks (9). That count follows your filters, your view, and your role, so it is not a total for the mailbox.

Two views, not one

Two buttons sit above the list, and which one is active changes everything below it.

Table 1. The two task views.

View	What it holds
User Tasks	Work for a person: escalations, reviews, and follow-ups. This is your queue.
AI Agent Tasks	Work the agent raised and handles itself. It carries a Result column in place of some of the assignment columns, because nobody is assigned to it.

The two are of very different sizes. Agent tasks run to hundreds or thousands where user tasks run to a handful, because most of what the agent does never needs a person. Check which view you are in before concluding a task is missing.

Figure 2. The AI Agent Tasks view, which is far larger than the user queue.

The task list columns

Eleven columns are shown by default, with a narrow alert column between Detected Intents and Added marking tasks flagged as important.

Table 2. Columns in the task list.

Column	What it holds
Task ID	The reference, in the form AP-nnnn. Selecting it opens the task.
Vendor Name	The vendor record the message resolved to, or a note that the sender was internal.
Email	The address that wrote in.
Sender Type	How the agent classified that address. This bounded what it was allowed to do in reply.
Summary	What the message asked for, written by the agent in a sentence.
Detected Intents	The intent recognised, or Needs Human Attention where none could be acted on. A message can carry more than one.
Added	When the task was raised. The list opens sorted by this column, newest first.
Assignee	Who is working it, or None.
Priority	High, Medium, or Low, changed from the row without opening the task.
Status	New, Open, or Done.
Task Type	Why the task exists, for example Escalation or Review.

Four more are available from the column chooser: High Importance, Subject, Assignee Email, and Completed.

Change which columns are shown

Select the columns control in the toolbar.
In Edit Columns, select the columns to add or remove.
Select Apply, or Restore Default to go back.

Because the set is configurable, your columns may differ from a colleague’s. Confirm the column list before comparing two screens.

Figure 3. The task list columns.

Triage from the list alone

Sender Type, Detected Intents, and Status answer most triage questions between them, without opening anything.

A task with an intent the agent recognises and a sender type it is permitted to answer is usually waiting on a detail it could not find. A task showing Needs Human Attention is one the agent could not classify at all, and needs reading rather than checking.

Find a task

Three controls narrow the list, and they work differently.

Table 3. Narrowing the list.

Control	How it works
Search	Matches text across the list. Use it when you already know what you are looking for.
Filter Records	Opens a filter row beneath the headings, with an operator per column: contains for free text such as Vendor Name or Email, and in for columns with a fixed set of values such as Sender Type, Status, or Task Type.
Clear All Filters	Resets everything at once. It sits on the left, above the list.

A filtered list that comes back empty usually means one filter too many rather than no matching work. Clear them and add them back one at a time.

Toolbar actions

Select one or more rows with their checkboxes, then choose Action.

Table 4. The Action menu.

Action	What it does
Assign New/Open/Dismissed Task(s)	Assigns the selected tasks to a user.
Change Task Status	Moves the selected tasks between New, Open, and Done.
Recover Dismissed Task(s)	Brings dismissed tasks back into the queue so they can be assigned and worked.
Edit Task Priority	Sets High, Medium, or Low across the selection.

Choosing Action with nothing selected reports Please select tasks to perform action. Select the rows first.

The remaining toolbar controls refresh the list, search it, open Filter Records, open the column chooser, and export. Export takes the filtered list rather than the whole queue, so set the filters before exporting.

Figure 4. The toolbar above the task list.

Dismissal is not deletion. A dismissed task is out of the working queue, not gone, which is why it can be recovered. Your settings can also dismiss tasks automatically for chosen intents. See Settings.

The task record

Selecting a Task ID opens the task. The message sits on the left and what the agent worked out sits on the right, so a reply can be judged against the records it was written from without leaving the page.

Move through the queue

Above the task are Done, PREVIOUS, and NEXT. The chevrons step through the queue in its current order, which is quicker than returning to the list between tasks. Done completes the task.

The message

The left side shows the correspondence with the labels the agent applied, its attachments, and the reply and forward controls. Where the agent replied, the reply carries the language it used.

Four views sit across the top: the Email itself, the Vendor Inbox for that record, Task Details, and Notes with a count. View Task History opens the audit trail for the task.

Task details

The right side opens on a Summary of what the sender asked for, then three groups of fields.

Table 5. The task detail groups.

Group	Fields
The task	Task ID, Task Type, Task Priority, Task Added, Task Completed, and Task Assignee, with Assign To Me beside it.
The record	Record Name and Record ID, which say which vendor the message resolved to.
The sender	Sender Type, Match Type, Sender Email, and Sender Name. This is the message metadata, and it is what explains the agent’s permissions on this message.

Match Type is the field most often overlooked. It reports how the sender was resolved, for example against a contact list, and that is what decided whether the agent trusted the address enough to answer it.

What the agent found

Below the sender, each detected intent is listed with its Extracted Values and its Result. A result of Needs Human Attention with no extracted values is the common case for a task in your queue: the agent read the message, could not pull what it needed, and stopped.

Read the extracted values before the summary. The summary is the agent’s reading of the message; the extracted values are what it actually found in your records, and where the two disagree it is the values that explain the outcome.

Why two people see different counts

An analyst is returned only their own tasks and tasks with no assignee. A manager sees everything in scope. Two people comparing the same queue will therefore report different totals, and the lower figure from an analyst is the expected result rather than a fault.