Creating and managing task lists to help agents solve tickets (EAP)

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Create task lists to guide agents through common ticket scenarios without leaving the workspace. You can add up to 100 lists, each with 20 tasks. Tasks are optional and can be reordered, edited, cloned, or deleted. Manage lists by editing or deleting them as needed. This feature helps streamline ticket resolution by providing clear action steps for agents.




Tasks lists provide a way for admins and agents in custom roles with permission to create pre-defined
lists of actions agents need to complete in common scenarios. These can then be used by
agents directly in the Zendesk Agent Workspace, without having to leave the ticket.
This article contains the following topics:
Considerations for using task lists
Creating a task list
Managing the tasks within a task list
Managing task lists


Related articles:
Using task lists within tickets




Considerations for using task lists

Consider the following when deciding whether to use task lists:
You can create a maximum of 100 task lists.
Each task list can contain a maximum of 20 tasks.
During the EAP, all tasks are optional. At this time, task lists can't be
used to prevent a ticket from being solved or closed.





Creating a task list

Admins create task lists to help agents keep track of necessary actions they must
perform for common types of tickets.

To create a task list
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Tasks.
Click Create task list.
Enter a Task list name.
(Optional) Enter a description of the task list.
Click Create task list. The task list is created and active, but
contains no steps.

Click Add task.
Enter a unique Name and, optionally, a Description, for the
task.
Repeat steps 7 - 8 until you've added all of the tasks for the list. You
can add up to 20 tasks to a list.

Click Save.





Managing the tasks within a task list

After you create a task list and add tasks, you might need to take the following
actions to maintain and manage the list's tasks:
Reordering tasks within a list
Editing a task within a list
Cloning a task within a list
Deleting a task within a list




Reordering tasks within a list

Reordering tasks within a list helps guide agents to perform actions in the
correct order. However, the order in which an agent completes tasks might differ
from the order in which the tasks are listed.
Note: When you change the order of
tasks in a list, the new order applies to future tickets the list is added
to only.


To manually reorder tasks within a list
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Tasks.
Click the name of the task list you want to update.
Use the grabber icon ( ) next to each task's name to
drag and drop the tasks into the correct order.
Click Save.



To use the move options to reorder tasks within a list
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Tasks.
Click the name of the task list you want to update.
Next to the task you want to reorder, click the options menu ( ) and select one of the following
options:

Move to top: Moves the task to the top of the list.

Move up: Moves the task up one place in the list.

Move down: Moves the task down one place in the
list.

Move to bottom: Moves the task to the bottom of the
list.


Click Save.





Editing a task within a list

You can edit the name and description of each task.

To edit a task
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Tasks.
Click the name of the task list that contains the task you want to
update.
Click on the task's card to expand the details.
Edit the task's Name and Description as needed.
Click Save.





Cloning a task within a list

If the description of two tasks are similar, it might be faster to clone the
first task you create rather than create each task individually. Cloned tasks
are added to the task list you're working in and can't be shared across task
lists.

To clone a task
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Tasks.
Click the name of the task list that contains the task you want to
clone.
Click the menu icon ( ) next to the task you want to
clone and select Clone.
Update the cloned task's Name and Description as
needed.
Click Save.





Deleting a task within a list

While a task list can be deactivated, individual tasks can't be. Tasks,
themselves, are either part of a list or removed from the list. Deleting a task
is permanent and can't be undone.

To delete a task
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Tasks.
Click the name of the task list that contains the task you want to
delete.
Click the menu icon ( ) next to the task you want to
delete and select Delete.
Click Save.






Managing task lists

After you create a task list, you might need to take the following actions to
maintain and manage the list itself:
Editing a task list
Deleting a task list




Editing a task list

After you create a list, you can edit the list's name, description, and access,
or you can manage the tasks
within the list.

To edit a task list
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Tasks.
Click the name of the task list you want to edit.
Click Actions and select Manage settings.
Update the task list's name, description, and who has access to it as
needed.
Click Save.





Deleting a task list

If you no longer need a task list, you can delete it. Similar to deactivating a
list, deleted lists aren't available for agents to add to tickets, but remain on
tickets they were already added to.
Deleting a task list is permanent and can't be undone.

To delete a task list
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Tasks.
Locate the task list you want to delete.
Click the options menu ( ) and select or
Delete.
In the confirmation dialog, click Delete.