Using task lists within tickets

Task listsare created to help agents keep track of actions they must take to
solve common types of tickets. The task list is added to a ticket within the
Zendesk Agent Workspace, reducing the need to switch between tools while working
on a ticket.



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Task lists help you track actions needed to resolve tickets by adding a checklist
directly within the ticket workspace. You can add one task list per ticket,
mark tasks complete or incomplete, and remove task lists when no longer needed.
Some task lists may require all tasks to be completed before solving the
ticket, helping you stay organized and ensure thorough issue resolution.




Task lists
are created to help agents keep track of actions
they must take to solve common types of tickets. The task list is added to
a ticket
within the Zendesk Agent Workspace, reducing the need to switch between tools
while
working on a ticket.


This article contains the following topics:


Adding a task list to a ticket


Completing tasks


Removing a task list from a ticket





Adding a task list to a ticket


Adding a task list to a ticket makes it easier to keep track of all the
actions you
probably need to complete to solve the ticket. You can add only one task
list to a
ticket at a time.


To add a task list to a ticket


In a ticket, click the tasks icon ( )
to open a list of the task lists
available to be added to the ticket.


Click Add task list and select
the task list you want to add to the
ticket.






Completing tasks


Task lists function as an agent's checklist within a ticket. As they
complete tasks,
they can check them off and, if necessary, uncheck them again if a task
needs
additional work.


To mark a task as complete or incomplete


In a ticket, click the tasks icon ( )
to open a list of the task lists
available to be added to the ticket.


If you haven't yet,
add a task
list to the ticket.


Select the task to mark it complete, or deselect it to mark it
incomplete.






Removing a task list from a ticket


It is possible to remove a task list from a ticket when necessary. Doing
so is
permanent and will cause the task completion data to be lost.

Note: Removing a task
list from a ticket doesn't affect the task list itself. Rather, it
only controls
the visibility of a certain list's tasks within the context panel
for the ticket
you're working on.



To remove a task list from a ticket


In a ticket, click the tasks icon ( )
to open the ticket's task
list.


Click the options menu ( )
next to the task list's name and
select Delete task list.


In the confirmation dialog, click
Delete task list.






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