Announcing Tasks Open EAP

We are happy to announce a Tasks feature for Agents and Admins, enabling them to break down standardized processes into actionable steps directly within Zendesk tickets.

👉 See also the feature documentation.

Why did we build it?

Increase agent efficiency: Tasks eliminate the need for agents to track steps manually across documents, emails, or memory, reducing context-switching and accelerating ticket resolution.

Ensure compliance: Admins can define company-approved task list templates that enforce consistent adherence to HR, IT, and CX procedures.

Maintain quality control: Standardized processes like onboarding, offboarding, and change management are applied uniformly, reducing errors and ensuring policy alignment.

Provide visibility: Tasks give both agents and admins a clear, auditable view of progress on multi-step procedures within the ticket.

How do I start using it?

To sign up for the Tasks EAP, please complete this form.
Once you submit the details in this form, we will activate tasks feature for your account

Admins can create and manage task list templates in the Admin Center.

Agents can add those task lists to tickets and complete task items step by step.

What are Tasks?

The main steps of using Tasks consist of the following:

An Admin creates reusable task list templates (e.g., “New Hire Onboarding” or “Change Management Checklist”).

An Agent adds a task list to a ticket from the Agent Workspace.

The task list appears in the ticket as individual tasks that can be completed or unchecked as needed.

When all tasks are completed, the ticket can be solved (not a requirement for EAP).

How to provide feedback?

We value your feedback, so please share your thoughts in our EAP community, or feel free to email us at mounika.sanikommu@zendesk.com or discuss with your Customer Success Manager (CSM).

We would appreciate your input on the following:

How can we enhance the Tasks feature?

Which workflows (HR, IT, CX) do you see benefiting most from Tasks?

Important Note

This is an Early Access Program (EAP) for all customers on the following Suite plans:

Zendesk Suite Pro and above

ES SKU Growth, Pro, Enterprise

If you are not on one of the above plans but still need to try out the feature please reach out to your CSM or mounika.sanikommu@zendesk.com to explore the options for your plan.