What is the difference between a task and a ticket?

Overview

In our operational processes, it's important to understand the distinction between tasks and tickets. While both are work items used to track and manage activities, they serve different purposes and follow different collaboration patterns. This article explains the key differences to help you choose the right tool for the work at hand.

Definitions

Task: A task is a single-unit piece of work assigned to an individual. It is typically straightforward and can be completed independently without significant external collaboration.
Ticket: A ticket is a tracked work item that often requires input, review, or actions from multiple teams or departments. Tickets facilitate communication and collaboration across different groups to resolve an issue, fulfill a request, or complete a more complex process.

When to Use Each

Use a Task when:
- One person can complete the work on their own.
- No input from other teams is needed.
- It’s a quick, simple action.
Use a Ticket when:
- Multiple teams need to be involved.
- Collaboration or troubleshooting is required.
- You need clear status updates and handoffs.

Key Differences

Feature	Task	Ticket
Ownership	Assigned to one user.	May involve multiple users across teams or departments.
Collaboration	Minimal — completed by the assigned user without needing others' input.	High — discussion, status updates, and handoffs are often needed.
Complexity	Usually simple and well-defined.	May be complex, requiring investigation, escalation, or approvals.
Communication Needs	Internal to the assignee.	Cross-team or cross-department communication is essential.
Example	Updating a document, sending an email, or correcting a data entry.	Requesting payment of an invoice, processing a discharge request, or obtaining an approval.

Summary

Choosing the right method — task or ticket — ensures better workflow management, transparency, and accountability. Tasks drive individual productivity, while tickets support teamwork and coordination across the organization.

If you're unsure whether to create a task or a ticket, consider whether multiple people or teams will need to discuss, review, or contribute to the work. If yes, it's best to create a ticket.