"Tasks" are a great means to make the overall work quite intuitive for the support staff because there might be a situation where a lot of technicalities involved in the ticket and this technical section is allotted to technical expertise/group.
In accordance to the threads (thread wise) tasks can be added to the tickets.
Let's say if a request from the customer regarding themes and customization comes up, he wants to make his site more attractive and enrich his site with the images adding uniqueness, using CSS to give the complete layout to the site.
Then in that case from software developing team to graphic designing team tasks will be assigned as per the skills required.
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