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Tasks lists provide a way for admins and agents in custom roles with permission 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.

This article contains the following topics:
  • Considerations for using task lists
  • Creating a task list
Related articles:
  • Using task lists within tickets

Considerations for using task lists

Consider the following when deciding whether to use task lists:
  • You can create a maximum of 100 task lists.
  • Each task list can contain a maximum of 20 tasks.
  • During the EAP, all tasks are optional. At this time, task lists can't be used to prevent a ticket from being solved or closed.

Creating a task list

Admins create task lists to help agents keep track of necessary actions they must perform for common types of tickets.

To create a task list
  1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Tasks.
  2. Click Create task list.
  3. Enter a Task list name.
  4. (Optional) Enter a description of the task list.
  5. Click Create task list.

    The task list is created and active, but contains no steps.

  6. Click Add task.
  7. Enter a unique Name and, optionally, a Description, for the task.
  8. Repeat steps 7 - 8 until you've added all of the tasks for the list.

    You can add up to 20 tasks to a list.

  9. Click Save.

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 a task list
  • Deleting a task list

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, description, and who has access to it 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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