Creating task lists to guide agents through a ticket

A task list puts a checklist inside a ticket, so a multi-step job cannot be half finished without anyone noticing.

A task list puts a checklist inside a ticket, so a multi-step job cannot be half finished without anyone noticing.

Create a task list

1. Open Admin Center, then Workspaces, then Tasks.
2. Create a list and name it after the job it covers.
3. Add the tasks, in the order they should be done.
4. Decide how the list is applied: by hand, or automatically for a form or category.
5. Save and try it on a real ticket.

What it is for

Work with several steps that must all happen, where forgetting one is expensive and invisible. Onboarding a new employee, offboarding one, processing a return, setting up an account.

The agent works down the list, ticking as they go. Anyone opening the ticket sees exactly where it got to, including the agent picking it up on Monday.

Write tasks as actions

Each task should be something a person does and can tick. "Revoke building access" works. "Security" does not, because two agents will disagree about whether it is done.

Keep the list to what genuinely must be checked. A list of twenty items gets ticked in bulk at the end, which records nothing true.

Task list or checklist in a macro

A macro can insert a checklist as text, and teams did that for years. The difference is that a task list is structured: its state is visible on the ticket and can be acted on, where text in a comment is just text somebody has to read.

See also

• Editing and managing task lists
• What a macro is and when to make one