Editing and managing task lists

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.


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Summary: ◀▼
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.




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.
This article contains the following topics:
Managing task lists
Managing the tasks within a task list


Related articles:
Creating task lists to help agents solve
tickets
Using task lists within tickets




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 task lists
Cloning task lists
Activating and deactivating task lists
Deleting task lists




Editing task lists

After you create a list, you can edit the list's name and description, 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 and description
as needed.
Click Save.





Cloning task lists

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.
To clone a task list

In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Tasks.
Locate the task list you want to clone and click the options menu ( ) and select Clone.
Update the cloned task list's name, description, and who has access to it as
needed.
Click Save.
Update the cloned task lists's tasks as needed.
Click Save.




Activating and deactivating task lists

Task lists are inactive by default. After you add at least one task to a task
list, it can be activated.
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.

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



To deactivate a task list
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Tasks.
Locate the task list you want to deactivate.
Click the options menu ( ) and select or
Deactivate.
In the confirmation dialog, click Deactivate. Deactivated task
lists remain visible on the Tasks page with a status of
Inactive.






Deleting task lists

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.
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.






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 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.





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 task lists
Deleting task lists




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 and description
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.





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