Agents can create custom tasks for the tickets, these tasks can be later used to track the progress or set a custom workflow for tickets by the agents.
Example: A ticket with the subject Need Refund for order #1129
might need the following tasks.
Verify order status
Request for return
Verify received returned item
Initiate Refund
Assign the ticket to the Payment group
When there are multiple tickets that need the same tasks, the process can get cumbersome. Hence, the need for the Tasks List. The tasks list feature is created to deal with repetitive tasks easily.
You can create a tasks list in settings and import the tasks list on the ticket details to import all the tasks easily.
Tasks list can also be assigned automatically to tickets using automation rules.
To create a tasks list
Go to
Settings > Tasks List
Click on
Add tasks list
button.Fill in the details and
Save changes
To import tasks list:
Go to the ticket details
Under
Tasks
section, on the right side, click on 3 dots iconClick on
Import tasks list
Select the desired tasks list
To assign a tasks list using automation rules:
Select
Add tasks list
under ActionSelect the desired tasks list in the next field
Save the changes