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.
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.
-
In a ticket, click the tasks icon (
)
to open a list of the task lists
available to be added to the ticket.
- 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.
During the EAP, all tasks are optional and don't affect an agent's ability to solve and close a ticket.
-
In a ticket, click the tasks icon ()
to open a list of the task lists
available to be added to the ticket.
- If you haven't yet, add a task list to the ticket.
- Select the task to mark it complete, or deselect it to mark it incomplete.
Removing a task list from a ticket
-
In a ticket, click the tasks icon ()
to open the ticket's task
list.
-
Click the options menu (
)
next to the task list's name and
select Delete task list.
- In the confirmation dialog, click Delete task list.