Plan requirement
| Subscription | Suite Professional or higher, Employee Service Suite Growth or higher |
| Access | Admin |
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
- In Admin Center, click Workspaces and select Agent tools > Tasks.
- Click Create task list and fill in a Task list name, named after the job it covers.
- Decide on Require all tasks to be marked as complete before solving. With it on, the ticket cannot be solved while anything is unticked.
- Open the list, click Add task and give each task a unique Name and, where it helps, a Description. Add them in the order they should be done.
- Try it on a real ticket.
A list reaches a ticket because an agent puts it there: the tasks icon, then Add task list. There is no way to attach one automatically by form or category, so the habit has to be taught rather than configured.
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.
The limits, and the one that changes behaviour
Up to 100 task lists, each with up to 20 tasks.
You can require a list to be completed. With that on, the ticket cannot be closed until every task is ticked. It applies to the whole list: individual tasks cannot be made mandatory while others stay optional.
That all-or-nothing behaviour decides how you write a list. A list that must be completed should contain only steps that genuinely always apply, or agents will tick boxes to get past it, which is worse than having no list.
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