Using task lists within tickets

Task listsare created to help agents keep track of actions they must take to solve common types of tickets. The task list is added to a ticket within the Zendesk Agent Workspace, reducing the need to switch between tools while working on a ticket.

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Summary: ◀▼

Task lists help you track actions needed to resolve tickets by adding a checklist directly within the ticket workspace. You can add one task list per ticket, mark tasks complete or incomplete, and remove task lists when no longer needed. You can also view task history to see changes and completions, helping you stay organized and manage ticket workflows effectively.

Task lists are created to help agents keep track of actions they must take to solve common types of tickets. The task list is added to a ticket within the Zendesk Agent Workspace, reducing the need to switch between tools while working on a ticket.

This article contains the following topics:

• Adding a task list to a ticket
• Completing tasks
• Removing a task list from a ticket
• Viewing task events for a ticket

Adding a task list to a ticket

Adding a task list to a ticket makes it easier to keep track of all the actions you probably need to complete to solve the ticket. You can add only one task list to a ticket at a time.

To add a task list to a ticket

1. In a ticket, click the tasks icon () to open a list of the task lists available to be added to the ticket.
2. Click Add task list and select the task list you want to add to the ticket.

Completing tasks

Task lists function as an agent's checklist within a ticket. As they complete tasks, they can check them off and, if necessary, uncheck them again if a task needs additional work.

Note: If an admin has configured a task list to require all tasks to be completed, tickets with that task list can't be solved until all tasks are marked as complete.

To mark a task as complete or incomplete

1. In a ticket, click the tasks icon () to open a list of the task lists available to be added to the ticket.
2. If you haven't yet, add a task list to the ticket.
3. Select the task to mark it complete, or deselect it to mark it incomplete.

Removing a task list from a ticket

It is possible to remove a task list from a ticket when necessary. Doing so is permanent and will cause the task completion data to be lost.

Note: Removing a task list from a ticket doesn't affect the task list itself. Rather, it only controls the visibility of a certain list's tasks within the context panel for the ticket you're working on.

To remove a task list from a ticket

1. In a ticket, click the tasks icon () to open the ticket's task list.
2. Click the options menu () next to the task list's name and select Delete task list.
3. In the confirmation dialog, click Delete task list.

Viewing task events for a ticket

In addition to viewing and using the task list, it is also possible to view the task history for a ticket. This includes task lists being added and removed as well as individual tasks within a list being marked as complete and incomplete. Applicable events are attributed to the relevant actor.

To view a ticket's task events

1. In a ticket, click the tasks icon () to open a list of the task lists available to be added to the ticket.
2. Click the options menu () next to the task list's name and select View task events.