Creating task lists to help agents solve tickets

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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.</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">Task lists help you create predefined action steps for agents to follow in common ticket scenarios, improving task tracking and consistency. You can add up to 100 task lists with 20 tasks each, require task completion before ticket closure, and automate task list assignment through action flows. This feature supports better ticket resolution by guiding agents through necessary tasks directly within the workspace.</p>
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<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.</p>
<div class="p">This article contains the following topics:<ul class="ul" id="topic_sjx_ns2_m2c__ul_vjt_zs2_m2c">
<li class="li"><a class="xref" href="#topic_lky_zs2_m2c">Considerations for using task lists</a></li>
<li class="li"><a class="xref" href="#topic_jqy_st2_m2c">Creating a task list</a></li>
<li class="li"><a class="xref" href="#topic_a4l_mvp_q3c">Adding tasks to a task list</a></li>
</ul>
</div>
<div class="p">Related articles:<ul class="ul" id="topic_sjx_ns2_m2c__ul_zlb_x2s_1fc">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10444324296090" target="_blank">Editing and managing task lists</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_lky_zs2_m2c">
<h2 class="title topictitle2" id="ariaid-title2">Considerations for using task lists</h2>
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<div class="p">Consider the following when deciding whether to use task lists:<ul class="ul" id="topic_lky_zs2_m2c__ul_rzx_3kn_tgc">
<li class="li">You can create a maximum of 100 task lists.</li>
<li class="li">Each task list can contain a maximum of 20 tasks.</li>
<li class="li">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.</li>
<li class="li">Task lists can be automatically added to tickets through <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8855601898266" target="_blank">action flows</a>.</li>
<li class="li">The creation and modification of task lists are recorded in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10444324296090" target="_blank">audit log</a>.</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_jqy_st2_m2c">
<h2 class="title topictitle2" id="ariaid-title3">Creating a task list</h2>
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<p class="p">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 inactive.</p>
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<strong class="ph b">To create a task list</strong><ol class="ol" id="topic_jqy_st2_m2c__ol_rhm_p52_m2c">
<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_jqy_st2_m2c__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 <strong class="ph b">Create task list</strong>.</li>
<li class="li">Enter a <strong class="ph b">Task list name</strong>.</li>
<li class="li">(Optional) Enter a description of the task list.</li>
<li class="li">(Optional) Select <strong class="ph b">Require all tasks to be marked as complete before
solving</strong> if you want to prevent tickets from being closed while tasks
on an associated task list are incomplete.</li>
<li class="li"><a class="xref" href="#topic_a4l_mvp_q3c">Add tasks to the
list.</a></li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_a4l_mvp_q3c">
<h2 class="title topictitle2" id="ariaid-title4">Adding tasks to a task list</h2>
<div class="body">
<p class="p">Add tasks to the list to help agents complete necessary activities required for
common types of tickets.</p>
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<strong class="ph b">To add tasks to a task list</strong><ol class="ol" id="topic_a4l_mvp_q3c__ol_jqs_qvp_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_a4l_mvp_q3c__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 add tasks to.</li>
<li class="li">Click <strong class="ph b">Add task</strong>.</li>
<li class="li">Enter a unique <strong class="ph b">Name</strong> and, optionally, a <strong class="ph b">Description</strong>, for the
task.</li>
<li class="li">Repeat steps 3 - 4 until you've added all of the tasks for the list.<p class="p">You
can add up to 20 tasks to a list.</p>
</li>
</ol>
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