How does QTask work?

Good to know: A QType is a custom Salesforce object that stores key information about the task type. It stores the task description, SLA, Queue, and Audit information. Think of this as a template for a given task.

A QTask records the actual task and tracks when it was created, who it was assigned to, and when it was finished.

Every minute, our servers make an API call into your Salesforce instance to kick off a process that checks all QTypes to see if they need to be run.

If the QType needs to be run, we make a future call that runs the Salesforce report tied to each QType synchronously, and create all necessary QTasks. This starts the clock on the SLA metrics for each QTask.

Once a QTask status changes, we check to see if there a consecutive QTasks that need to be created.