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
  • Deleting task lists

Editing task lists

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
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Tasks.
  2. Click the name of the task list you want to edit.
  3. Click Actions and select Manage settings.
  4. Update the task list's name and description as needed.
  5. Click Save.

Deleting task lists

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
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Tasks.
  2. Locate the task list you want to delete.
  3. Click the options menu () and select or Delete.
  4. 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
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Tasks.
  2. Click the name of the task list you want to update.
  3. Use the grabber icon () next to each task's name to drag and drop the tasks into the correct order.
  4. Click Save.

Editing a task within a list

You can edit the name and description of each task.

To edit a task
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Tasks.
  2. Click the name of the task list that contains the task you want to update.
  3. Click on the task's card to expand the details.
  4. Edit the task's Name and Description as needed.
  5. 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
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Tasks.
  2. Click the name of the task list that contains the task you want to clone.
  3. Click the menu icon () next to the task you want to clone and select Clone.
  4. Update the cloned task's Name and Description as needed.
  5. 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
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Tasks.
  2. Click the name of the task list that contains the task you want to delete.
  3. Click the menu icon () next to the task you want to delete and select Delete.
  4. 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
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Tasks.
  2. Click the name of the task list you want to edit.
  3. Click Actions and select Manage settings.
  4. Update the task list's name and description as needed.
  5. 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
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Tasks.
  2. Locate the task list you want to delete.
  3. Click the options menu () and select or Delete.
  4. In the confirmation dialog, click Delete.
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