Creating task lists to help agents solve tickets

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.


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Summary: ◀▼
Task lists help you create predefined action lists for common ticket scenarios, guiding agents through necessary steps without leaving the ticket. You can create up to 100 lists with 20 tasks each, add tasks with descriptions, and automate task list assignment via action flows. Task list changes are tracked in the audit log, supporting consistent and organized ticket resolution.




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.
This article contains the following topics:
Considerations for using task lists
Creating a task list
Adding tasks to a task list


Related articles:
Editing and managing task lists
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.
Admins have the ability to require all tasks in a task list to be marked as
complete before an associated ticket can be closed. However, it isn't
possible to mark individual tasks within a list as required.
Task lists can be automatically added to tickets through action flows.
The creation and modification of task lists are recorded in the audit log.





Creating a task list

Admins create task lists to help agents keep track of necessary actions they must
perform for common types of tickets. By default, new task lists are active, but can
be deactivated until you're ready for them to be used.

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.
(Optional) Select Require all tasks to be marked as complete before
solving if you want to prevent tickets from being closed while tasks
on an associated task list are incomplete.
Add tasks to the
list.
Click Save.





Adding tasks to a task list

Add tasks to the list to help agents complete necessary activities required for
common types of tickets.

To add tasks to 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 add tasks to.
Click Add task.
Enter a unique Name and, optionally, a Description, for the
task.
Repeat steps 3 - 4 until you've added all of the tasks for the list. You
can add up to 20 tasks to a list.





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