Announcing the general availability of task lists

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout starts</strong></td>
<td style="height: 22px; width: 33.3333%;"><strong>Rollout ends</strong></td>
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<td style="height: 22px; width: 33.3333%;">March 30, 2026</td>
<td style="height: 22px; width: 33.3333%;"><span style="color: #000000;">March 30, 2026</span></td>
<td style="height: 22px; width: 33.3333%;">April 13, 2026</td>
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</tbody></table></figure><p><span style="font-weight: 400;">Zendesk is excited to announce the general availability of task lists, which are defined by admins and used by agents to increase efficiency and quality of service.</span></p><p><span style="font-weight: 400;">This announcement includes the following topics:</span></p><ul>
<li data-list-item-id="ea05a0e10d8664e84dcfb66875d78092e"><a href="#h_01GD3S97RDYVTAFTQ8WR9878VF" target="_self"><span style="font-weight: 400;">What is changing?</span></a></li>
<li data-list-item-id="eb3e602c7a96a861e1ca5387b1fba6991"><a href="#h_01GD3S9GD63FPDGQSEFY88M3ND" target="_self"><span style="font-weight: 400;">Why is Zendesk making this change?</span></a></li>
<li data-list-item-id="e027c57464709a3ff983eaae041b98213"><a href="#h_01GD3S9TSPXM7M4WHYKYF4E84M" target="_self"><span style="font-weight: 400;">What do I need to do?</span></a></li>
</ul><h2 id="h_01GD3S97RDYVTAFTQ8WR9878VF"><span style="font-weight: 400;">What is changing?</span></h2><p>Task lists are defined by admins to identify all of the necessary actions agents must complete to solve common types of requests. Each action is added as a task within the task list. Then, agents can add the applicable task list directly to a ticket and check off each task as it's completed without having to leave the ticket.</p><p>Task lists have the following key capabilities and benefits:</p><ul>
<li data-list-item-id="e17d278f98180394756c22ff90315edd0">Increases agent consistency and quality by turning repeatable actions and workflows for common requests into standardized lists.</li>
<li data-list-item-id="e815f8adea3c1537c4f149238adbaf62e">Streamlines the agent process by providing these lists directly within the ticket interface, reducing re-work and context switching between systems.</li>
<li data-list-item-id="eac1d1372b7f2eecb50aa7d9b877d86b1">Supports automatically adding task lists to tickets through <a href="https://support.zendesk.com/hc/en-us/articles/8855601898266">action flows</a> or the <a href="https://developer.zendesk.com/api-reference/ticketing/tasks/task_list_templates/">Tasks API</a>.</li>
<li data-list-item-id="e3a60faaa9ab6a9ffaf7963fdef937bb6">Makes the task lists <a href="https://support.zendesk.com/hc/en-us/articles/4408828001434">auditable</a> by recording the creation, modification, and deletion of task lists in Admin Center.</li>
</ul><p>For more information, see <a href="https://support.zendesk.com/hc/en-us/articles/9676917386650">Creating task lists to help agents solve tickets</a> for admins and <a href="https://support.zendesk.com/hc/en-us/articles/9676934427418">Using task lists within tickets</a> for agents.</p><h2 id="h_01GD3S9GD63FPDGQSEFY88M3ND"><span style="font-weight: 400;">Why is Zendesk making this change?</span></h2><p>Zendesk understands that support teams handle the same requests every day. Until now, the steps to resolve those common requests often lived in internal documentation, macros, and the minds of agents, which can lead to lost procedures, agent mistakes, and inconsistent quality of service. Task lists address this by giving admins the ability to document the necessary actions for the most common requests in a format that agents can insert directly into their tickets. Admins define the steps one, and then agents can re-use the list within the Agent Workspace as many times as they need to.</p><h2 id="h_01GD3S9TSPXM7M4WHYKYF4E84M"><span style="font-weight: 400;">What do I need to do?</span></h2><p>Task lists are being rolled out to Employee Service Suite Growth plans and above and Customer Service Suite Professional plans and above. You can start <a href="https://support.zendesk.com/hc/en-us/articles/9676917386650">creating</a> and <a href="https://support.zendesk.com/hc/en-us/articles/9676934427418">using</a> task lists right away.</p><p>
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