Initial troubleshooting steps built into a ticket


  • Chris Bulin
    Community Moderator

    Hi Megan Tschoerner. Thank you for submitting a question. You can do this with a trigger. You can use similar conditions to what is set up on the Notify requester of received request trigger to catch all of the new emails. Instead of a public reply modify the action to create private comment with the troubleshooting steps you'd like the agent to work through. Hope that helps!

  • Rachel M

    if you want actual checkable checkboxes, i highly recommend the tasks app by sweethawk:


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