Editing and managing task lists

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<p id="docs-hc-snippet" style="display: none;">Task lists provide a way for admins 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. After a task list is created, you might need to modify the tasks on the list or the list itself. This article explains how to manage task lists themselves as well as the tasks within them.</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">You can create and manage task lists to guide agents through common actions within tickets. Edit task lists by updating names, descriptions, and access, or delete them permanently. Manage tasks within lists by reordering, editing, cloning, or deleting individual tasks. These features help maintain organized workflows and ensure agents follow the correct steps for resolving tickets.</p>
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<div class="body">

<p class="p">Task lists provide a way for admins 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.
After a task list is created, you might need to modify the tasks on the list or the list
itself. This article explains how to manage task lists themselves as well as the tasks
within them.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_e2y_jvp_q3c__ul_vjt_zs2_m2c">
<li class="li"><a class="xref" href="#topic_lrt_b5l_tgc">Managing task lists</a></li>
<li class="li"><a class="xref" href="#topic_fnd_p5l_tgc">Managing the tasks within a task list</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_e2y_jvp_q3c__ul_zlb_x2s_1fc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9676917386650" target="_blank">Creating task lists to help agents solve
tickets</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9676934427418" target="_blank">Using task lists within tickets</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_lrt_b5l_tgc">
<h2 class="title topictitle2" id="ariaid-title2">Managing task lists</h2>
<div class="body">
<div class="p">After you create a task list, you might need to take the following actions to
maintain and manage the list itself:<ul class="ul" id="topic_lrt_b5l_tgc__ul_fdr_cgn_tgc">
<li class="li"><a class="xref" href="#topic_a3v_c5l_tgc">Editing task lists</a></li>
<li class="li"><a class="xref" href="#topic_mvl_d5l_tgc">Cloning task lists</a></li>
<li class="li"><a class="xref" href="#topic_xjy_g5l_tgc">Activating and deactivating task lists</a></li>
<li class="li"><a class="xref" href="#topic_ssy_h5l_tgc">Deleting task lists</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_a3v_c5l_tgc">
<h3 class="title topictitle3" id="ariaid-title3">Editing task lists</h3>
<div class="body">
<p class="p">After you create a list, you can edit the list's name and description, or you can
<a class="xref" href="#topic_fnd_p5l_tgc">manage the tasks</a> within
the list.</p>
<div class="p">
<strong class="ph b">To edit a task list</strong><ol class="ol" id="topic_a3v_c5l_tgc__ol_bns_lgn_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_a3v_c5l_tgc__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Click the name of the task list you want to edit.</li>
<li class="li">Click <strong class="ph b">Actions</strong> and select <strong class="ph b">Manage settings</strong>.</li>
<li class="li">Update the task list's name and description
as needed.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested2" id="topic_mvl_d5l_tgc">
<h3 class="title topictitle3" id="ariaid-title4">Cloning task lists</h3>
<div class="body">
<p class="p">In some cases, you might need to create multiple task lists with many of the same
tasks. You can clone a task list to make this more efficient.</p>
<p class="p"><strong class="ph b">To clone a task list</strong></p>
<ol class="ol" id="topic_mvl_d5l_tgc__ol_ug2_khn_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_mvl_d5l_tgc__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Locate the task list you want to clone and click the options menu (<img class="image" id="topic_mvl_d5l_tgc__image_p2t_nhn_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) and select <strong class="ph b">Clone</strong>.</li>
<li class="li">Update the cloned task list's name, description, and who has access to it as
needed.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
<li class="li">Update the cloned task lists's tasks as needed.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_xjy_g5l_tgc">
<h3 class="title topictitle3" id="ariaid-title5">Activating and deactivating task lists</h3>
<div class="body">
<p class="p">Task lists are inactive by default. After you add at least one task to a task
list, it can be activated.</p>
<p class="p">If you temporarily don't need a task list, you can deactivate it. Deactivated
task lists aren't available to agents to add to tickets, but remain visible on
tickets they were already added to. If you decide a deactivated task list is
necessary again in the future, you can activate it.</p>
<div class="p">
<strong class="ph b">To activate a task list</strong><ol class="ol" id="topic_xjy_g5l_tgc__ol_ghy_qxp_q3c">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_xjy_g5l_tgc__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Locate the task list you want to activate.</li>
<li class="li">Click the options menu (<img class="image" id="topic_xjy_g5l_tgc__image_xcm_d3n_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) and select
<strong class="ph b">Activate</strong>.</li>
</ol>
</div>
<div class="p">
<strong class="ph b">To deactivate a task list</strong><ol class="ol" id="topic_xjy_g5l_tgc__ol_j3m_k3n_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_xjy_g5l_tgc__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Locate the task list you want to deactivate.</li>
<li class="li">Click the options menu (<img class="image" id="topic_xjy_g5l_tgc__image_k3m_k3n_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) and select or
<strong class="ph b">Deactivate</strong>.</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Deactivate</strong>.<p class="p">Deactivated task
lists remain visible on the Tasks page with a status of
<em class="ph i">Inactive</em>.</p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_ssy_h5l_tgc">
<h3 class="title topictitle3" id="ariaid-title6">Deleting task lists</h3>
<div class="body">
<p class="p">If you no longer need a task list, you can delete it. Deleted lists aren't
available for agents to add to tickets, but remain on tickets they were already
added to.</p>
<p class="p">Deleting a task list is permanent and can't be undone.</p>
<div class="p">
<strong class="ph b">To delete a task list</strong><ol class="ol" id="topic_ssy_h5l_tgc__ol_etf_t3n_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ssy_h5l_tgc__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Locate the task list you want to delete.</li>
<li class="li">Click the options menu (<img class="image" id="topic_ssy_h5l_tgc__image_ftf_t3n_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) and select or
<strong class="ph b">Delete</strong>.</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_fnd_p5l_tgc">
<h2 class="title topictitle2" id="ariaid-title7">Managing the tasks within a task list</h2>
<div class="body">
<div class="p">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:<ul class="ul" id="topic_fnd_p5l_tgc__ul_msw_mdn_tgc">
<li class="li"><a class="xref" href="#topic_z1w_f5l_tgc">Reordering tasks within a list</a></li>
<li class="li"><a class="xref" href="#topic_tkr_q5l_tgc">Editing a task within a list</a></li>
<li class="li"><a class="xref" href="#topic_tm4_s5l_tgc">Cloning a task within a list</a></li>
<li class="li"><a class="xref" href="#topic_rsm_v5l_tgc">Deleting a task within a list</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_z1w_f5l_tgc">
<h3 class="title topictitle3" id="ariaid-title8">Reordering tasks within a list</h3>
<div class="body">
<div class="p">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.<div class="note note">
<span class="notetitle">Note:</span> When you change the order of
tasks in a list, the new order applies to future tickets the list is added
to only.</div>
</div>
<div class="p">
<strong class="ph b">To reorder tasks within a list</strong><ol class="ol" id="topic_z1w_f5l_tgc__ol_jjb_fvl_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_z1w_f5l_tgc__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Click the name of the task list you want to update.</li>
<li class="li">Use the grabber icon (<img class="image" id="topic_z1w_f5l_tgc__image_jfl_zdn_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/drag_and_drop_handle.png" width="16">) next to each task's name to
drag and drop the tasks into the correct order.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_tkr_q5l_tgc">
<h3 class="title topictitle3" id="ariaid-title9">Editing a task within a list</h3>
<div class="body">
<p class="p">You can edit the name and description of each task.</p>
<div class="p">
<strong class="ph b">To edit a task</strong><ol class="ol" id="topic_tkr_q5l_tgc__ol_owl_d2n_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_tkr_q5l_tgc__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Click the name of the task list that contains the task you want to
update.</li>
<li class="li">Click on the task's card to expand the details.</li>
<li class="li">Edit the task's <strong class="ph b">Name</strong> and <strong class="ph b">Description</strong> as needed.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_tm4_s5l_tgc">
<h3 class="title topictitle3" id="ariaid-title10">Cloning a task within a list</h3>
<div class="body">
<p class="p">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.</p>
<div class="p">
<strong class="ph b">To clone a task</strong><ol class="ol" id="topic_tm4_s5l_tgc__ol_r3z_p2n_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_tm4_s5l_tgc__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Click the name of the task list that contains the task you want to
clone.</li>
<li class="li">Click the menu icon (<img class="image" id="topic_tm4_s5l_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 you want to
clone and select <strong class="ph b">Clone</strong>.</li>
<li class="li">Update the cloned task's <strong class="ph b">Name</strong> and <strong class="ph b">Description</strong> as
needed.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_rsm_v5l_tgc">
<h3 class="title topictitle3" id="ariaid-title11">Deleting a task within a list</h3>
<div class="body">
<p class="p">While a task <em class="ph i">list</em> 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.</p>
<div class="p">
<strong class="ph b">To delete a task</strong><ol class="ol" id="topic_rsm_v5l_tgc__ol_rfr_hfn_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_rsm_v5l_tgc__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Click the name of the task list that contains the task you want to
delete.</li>
<li class="li">Click the menu icon (<img class="image" id="topic_rsm_v5l_tgc__image_sfr_hfn_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) next to the task you want to
delete and select <strong class="ph b">Delete</strong>.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_lrt_b5l_tga">
<h2 class="title topictitle2" id="ariaid-title12">Managing task lists</h2>
<div class="body">
<div class="p">After you create a task list, you might need to take the following actions to
maintain and manage the list itself:<ul class="ul" id="topic_lrt_b5l_tga__ul_fdr_cgn_tgc">
<li class="li"><a class="xref" href="#topic_a3v_c5l_tgc">Editing task lists</a></li>
<li class="li"><a class="xref" href="#topic_ssy_h5l_tgc">Deleting task lists</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title13" class="topic nested2" id="topic_a3v_c5l_tgb">
<h3 class="title topictitle3" id="ariaid-title13">Editing a task list</h3>
<div class="body">
<p class="p">After you create a list, you can edit the list's name, description, and access,
or you can <a class="xref" href="#topic_fnd_p5l_tgc">manage the tasks</a>
within the list.</p>
<div class="p">
<strong class="ph b">To edit a task list</strong><ol class="ol" id="topic_a3v_c5l_tgb__ol_bns_lgn_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_a3v_c5l_tgb__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Click the name of the task list you want to edit.</li>
<li class="li">Click <strong class="ph b">Actions</strong> and select <strong class="ph b">Manage settings</strong>.</li>
<li class="li">Update the task list's name and description
as needed.</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title14" class="topic nested2" id="topic_ssy_h5l_tga">
<h3 class="title topictitle3" id="ariaid-title14">Deleting a task list</h3>
<div class="body">
<p class="p">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.</p>
<p class="p">Deleting a task list is permanent and can't be undone.</p>
<div class="p">
<strong class="ph b">To delete a task list</strong><ol class="ol" id="topic_ssy_h5l_tga__ol_etf_t3n_tgc">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ssy_h5l_tga__d8e1318" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Tasks</strong>.</span></li>
<li class="li">Locate the task list you want to delete.</li>
<li class="li">Click the options menu (<img class="image" id="topic_ssy_h5l_tga__image_ftf_t3n_tgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/options-menu-icon-small.png" width="16">) and select or
<strong class="ph b">Delete</strong>.</li>
<li class="li">In the confirmation dialog, click <strong class="ph b">Delete</strong>.</li>
</ol>
</div>
</div>
</div>
</div>
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