Announcing required task lists and other enhancements

Announced on | Rollout starts | Rollout ends
May 11, 2026 | May 11, 2026 | May 14, 2026

Zendesk is excited to announce three enhancements to task lists: requiring all task items in a list to be completed, the ability to activate and deactivate task lists, and the ability to clone task lists.

This announcement includes the following topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

Zendesk is introducing several enhancements to task lists to better support operationally critical workflows. Most importantly, admins now have the ability to configure task lists to require completion. When a task list that requires completion is added to a ticket, the ticket can't be solved until all tasks in the list are marked as complete.

Additionally, the experience of managing task lists has been improved. Admins can now deactivate a task list while making updates and then reactivate when finished and clone task lists to quickly create new variations.

Together, these changes help teams improve process adherence, reduce missed steps, and give admins more flexibility in how task lists are maintained and scaled.

For more information, see Creating task lists to help agents solve tickets and Editing and managing task lists.

Why is Zendesk making this change?

Zendesk understands that task lists often support workflows where consistency and completeness are critical. When important steps are missed, teams can face compliance gaps, operational risks, and unpredictable outcomes. These enhancements are designed to give admins more control over required work and make task lists easier to update, manage, and reuse. The result is a more scalable, flexible, and reliable way to support structured workflows across teams.

What do I need to do?

This functionality is being rolled out automatically to all accounts with access to task lists. To take advantage of the new options, review your current task lists to identify which workflows should require completion before tickets can be solved and update those lists to select that option. In the future, when creating and managing task lists, use the cloning and ability to activate and deactivate to streamline that process.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.