General Tasks can be established so your agents can clock into them and track time instead of clocking into a ticket.
One example would be an agent clocking into 'Admin. Work' for the day and this will allow you to track the time of agents who do not need to clock into tickets
By default, general tasks are tracked as Unproductive Time. You can decide to count them as Productive by clicking the box "Productive Time":
Group Permissions for General Tasks
You can restrict General Tasks to be visible only to specific groups.
Click "Available for All Groups" and select the groups you wish to allow access to the General Task. By default, General Tasks are accessible to all groups.