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in onedesk work items are the things you can manage in onedesk typically tickets and tasks tickets and tasks are very similar and can be made to function the same the difference is what they are for and how they are used for best practice tickets should be used for work that doesnt require planning things like customer questions that typically you intend to resolve in a shorter amount of time tickets are housed in the tickets application on the left side here separating tickets has benefits such as the ability to separate internal work from requests dividing your work creating separate workflows and automations the ability to track customer facing issues and assign the appropriate team to tickets remember you can convert a ticket into a task in order to escalate it this can be a way of incorporating customer feedback or requests into your planned work in our tickets application here we can see all our tickets and various details about them we can filter our tickets as well as create o
