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.

What's my plan?

Customer Service Suite

Professional, Enterprise, or Enterprise Plus

Employee Service Suite

Growth, Professional, Enterprise, or Enterprise Plus

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
• Adding custom tasks to a ticket
• Completing tasks
• Removing a task list from 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.

Note: Tickets can have a single task list at a time. A task list can have a maximum of 20 tasks total, including predefined tasks and agent-added tasks.

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 a predefined task list you want to add to the ticket or click Create custom task list.

   If you select a predefined task list, it is added immediately and ready to use.

3. If you are creating a custom task list, enter the following information and then click Create list to add the custom list to the ticket:
   • Name: A unique and identifying name for the custom task list.
   • Description: A description for the custom task list.

   After creating a custom task list, you must also add custom tasks to the list.

Adding custom tasks to a ticket

When non-standard tasks are necessary to resolve a ticket, agents can add them to the ticket individually, outside of the predefined task lists. If a ticket doesn't have a task list, agents can add a custom task list and tasks. If a ticket already has an assigned task list, whether or not you can add additional tasks depends on whether the task list is required. If the ticket's task list isn't required, agents can add tasks as long as they don't exceed the maximum of 20 tasks. If the ticket's task list is required, agents can't add tasks to it.

To add a custom task 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. If the ticket doesn't already have a task list, add a task list.
3. Under Other tasks, click Add task.
4. Enter a descriptive Name for the task.
5. (Optional) Enter a more detailed Description of the task.
6. Click Save.

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 Remove task list.
3. In the confirmation dialog, click Remove task list.