EAP Tasks Feedback

Hi all

Love this new feature. It's something I built manually myself already so this would be awesome to have it built in to Zendesk.

My use cases:

- we troubleshoot hardware/software issues and there's a set list of things we need to check with the customer

- we determine warranty eligibility by checking a set number of things about the customer's order/product.

Currently I have a tag set up that is added automatically to a ticket when a certain macro is used. This tag posts an internal note reminding the agent to post the checklist. They must do this with a macro that posts the checklist in an internal note AND removes the tag so that it doesn't fire again. The agent must then modify the checklist and post that in the ticket. They must post it again if there's an update to the checklist. Very manual and not very easily viewable in the ticket thread.

This EAP is a great first step.

Things I would like to see added:

- have a specific Task list added to the ticket upon a certain trigger/macro/tag.

- approval steps built in: if a checklist is not completed, an admin could add some kind of approval/bypass to mark it complete (e.g. if a customer has not provided all the info necessary but we still want to honour a warranty anyway)

- allow more than one Task list on a ticket (e.g. I use one Task list to troubleshoot then I add the warranty Task list to determine eligibility for warranty replacement).

- have more options than just marking a Task complete, e.g. options for Yes/No/manager approved.

- have audit trail in the tags of the ticket/show the history for the Task list in the events of the ticket.

Hope this makes sense.

Thanks!

Fiona