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.

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Summary: ◀▼

Task lists help you create predefined action lists for common ticket scenarios, guiding agents through necessary steps without leaving the ticket. You can create up to 100 lists with 20 tasks each, add tasks with descriptions, and automate task list assignment via action flows. Task list changes are tracked in the audit log, supporting consistent and organized ticket resolution.

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.

This article contains the following topics:
  • Considerations for using task lists
  • Creating a task list
  • Adding tasks to a task list
Related articles:
  • Editing and managing task lists
  • 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.
  • Admins have the ability to require all tasks in a task list to be marked as complete before an associated ticket can be closed. However, it isn't possible to mark individual tasks within a list as required.
  • Task lists can be automatically added to tickets through action flows.
  • The creation and modification of task lists are recorded in the audit log.

Creating a task list

Admins create task lists to help agents keep track of necessary actions they must perform for common types of tickets. By default, new task lists are active, but can be deactivated until you're ready for them to be used.

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. (Optional) Select Require all tasks to be marked as complete before solving if you want to prevent tickets from being closed while tasks on an associated task list are incomplete.
  6. Add tasks to the list.
  7. Click Save.

Adding tasks to a task list

Add tasks to the list to help agents complete necessary activities required for common types of tickets.

To add tasks to 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 add tasks to.
  3. Click Add task.
  4. Enter a unique Name and, optionally, a Description, for the task.
  5. Repeat steps 3 - 4 until you've added all of the tasks for the list.

    You can add up to 20 tasks to a list.

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