Using task lists within tickets

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<p id="docs-hc-snippet" style="display: none;">Task listsare created to help agents keep track of actions they must take to solve common types of tickets. The task list is added to a ticket within the Zendesk Agent Workspace, reducing the need to switch between tools while working on a ticket.</p>
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<p id="docs-ai-summary-toggle">Summary: <span id="up-triangle">◀</span><span id="down-triangle">▼</span></p>
<p id="docs-ai-summary-content">Task lists help you track actions needed to resolve tickets by adding a checklist directly within the ticket workspace. You can add one task list per ticket, mark tasks complete or incomplete, and remove task lists when no longer needed. You can also view task history to see changes and completions, helping you stay organized and manage ticket workflows effectively.</p>
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<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9676917386650" target="_blank">Task lists</a> are created to help agents keep track of actions
they must take to solve common types of tickets. The task list is added to a ticket
within the Zendesk Agent Workspace, reducing the need to switch between tools while
working on a ticket.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_jvg_sql_tgc__ul_cdd_gmn_tgc">
<li class="li"><a class="xref" href="#topic_qvr_gmn_tgc">Adding a task list to a ticket</a></li>
<li class="li"><a class="xref" href="#topic_wgk_fth_tjc">Adding custom tasks to a ticket</a></li>
<li class="li"><a class="xref" href="#topic_jcp_jmn_tgc">Completing tasks</a></li>
<li class="li"><a class="xref" href="#topic_vct_vmn_tgc">Removing a task list from a ticket</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_qvr_gmn_tgc">
<h2 class="title topictitle2" id="ariaid-title2">Adding a task list to a ticket</h2>
<div class="body">
<div class="p">Adding a task list to a ticket makes it easier to keep track of all the actions you
probably need to complete to solve the ticket. You can add only one task list to a
ticket at a time.<div class="note" id="topic_qvr_gmn_tgc__note_idz_zxd_hkc">
<span class="notetitle">Note:</span> Tickets can have a single task list at
a time. A task list can have a maximum of 20 tasks total, including predefined
tasks and agent-added tasks.</div>
</div>
<div class="p">
<strong class="ph b">To add a task list to a ticket</strong><ol class="ol" id="topic_qvr_gmn_tgc__ol_x3t_5mn_tgc">
<li class="li">In a ticket, click the tasks icon (<img class="image" id="topic_qvr_gmn_tgc__image_hw3_nkr_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tasks_icon.png" width="16">) to open a list of the task lists
available to be added to the ticket.</li>
<li class="li">Click <strong class="ph b">Add task list</strong> and select a predefined task list you want to add
to the ticket or click <strong class="ph b">Create custom task list</strong>.<p class="p">If you select a
predefined task list, it is added immediately and ready to use.</p>
</li>
<li class="li">If you are creating a custom task list, enter the following information and
then click <strong class="ph b">Create list</strong> to add the custom list to the ticket:<ul class="ul" id="topic_qvr_gmn_tgc__ul_sb5_2yk_hkc">
<li class="li">
<strong class="ph b">Name</strong>: A unique and identifying name for the custom task
list.</li>
<li class="li">
<strong class="ph b">Description</strong>: A description for the custom task list.</li>
</ul>
<p class="p">After creating a custom task list, you must also <a class="xref" href="#topic_wgk_fth_tjc">add custom tasks</a> to the
list.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wgk_fth_tjc">
<h2 class="title topictitle2" id="ariaid-title3">Adding custom tasks to a ticket</h2>
<div class="body">
<p class="p">When non-standard tasks are necessary to resolve a ticket, agents can add them to the
ticket individually, outside of the predefined task lists. If a ticket doesn't have
a task list, agents can add a custom task list and tasks. If a ticket already has an
assigned task list, whether or not you can add additional tasks depends on whether
the task list is required. If the ticket's task list isn't required, agents can add
tasks as long as they don't exceed the maximum of 20 tasks. If the ticket's task
list is required, agents can't add tasks to it.</p>
<div class="p">
<strong class="ph b">To add a custom task to a ticket</strong><ol class="ol" id="topic_wgk_fth_tjc__ol_fqc_3th_tjc">
<li class="li">In a ticket, click the tasks icon (<img class="image" id="topic_wgk_fth_tjc__image_vk2_3th_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tasks_icon.png" width="16">) to open a list of the task lists
available to be added to the ticket.</li>
<li class="li">If the ticket doesn't already have a task list, <a class="xref" href="#topic_qvr_gmn_tgc">add a task list</a>.</li>
<li class="li">Under <strong class="ph b">Other tasks</strong>, click <strong class="ph b">Add task</strong>.</li>
<li class="li">Enter a descriptive <strong class="ph b">Name</strong> for the task.</li>
<li class="li">(Optional) Enter a more detailed <strong class="ph b">Description</strong> of the task.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_jcp_jmn_tgc">
<h2 class="title topictitle2" id="ariaid-title4">Completing tasks</h2>
<div class="body">
<div class="p">Task lists function as an agent's checklist within a ticket. As they complete tasks,
they can check them off and, if necessary, uncheck them again if a task needs
additional work.<div class="note">
<span class="notetitle">Note:</span> If an admin has configured a task list to require all tasks to
be completed, tickets with that task list can't be solved until all tasks are
marked as complete.</div>
</div>
<div class="p">
<strong class="ph b">To mark a task as complete or incomplete</strong><ol class="ol" id="topic_jcp_jmn_tgc__ol_rkx_gtn_tgc">
<li class="li">In a ticket, click the tasks icon (<img class="image" id="topic_jcp_jmn_tgc__image_vgf_nkr_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tasks_icon.png" width="16">) to open a list of the task lists
available to be added to the ticket.</li>
<li class="li">If you haven't yet, <a class="xref" href="#topic_qvr_gmn_tgc">add a task
list to the ticket</a>.</li>
<li class="li">Select the task to mark it complete, or deselect it to mark it
incomplete.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_vct_vmn_tgc">
<h2 class="title topictitle2" id="ariaid-title5">Removing a task list from a ticket</h2>
<div class="body">
<div class="p">It is possible to remove a task list from a ticket when necessary. Doing so is
permanent and will cause the task completion data to be lost.<div class="note">
<span class="notetitle">Note:</span> Removing a task
list from a ticket doesn't affect the task list itself. Rather, it only controls
the visibility of a certain list's tasks within the context panel for the ticket
you're working on.</div>
</div>
<div class="p">
<strong class="ph b">To remove a task list from a ticket</strong><ol class="ol" id="topic_vct_vmn_tgc__ol_fdw_dsn_tgc">
<li class="li">In a ticket, click the tasks icon (<img class="image" id="topic_vct_vmn_tgc__image_nk1_nkr_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/tasks_icon.png" width="16">) to open the ticket's task
list.</li>
<li class="li">Click the options menu (<img class="image" id="topic_vct_vmn_tgc__image_x2l_z2n_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) next to the task list's name and
select <strong class="ph b">Remove task list</strong>.</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Remove task list</strong>.</li>
</ol>
</div>
</div>
</div>
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