Tasks List

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.

1. Verify order status

2. Request for return

3. Verify received returned item

4. Initiate Refund

5. 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

1. Go to Settings > Tasks List

2. Click on Add tasks list button.

3. Fill in the details and Save changes

To import tasks list:

1. Go to the ticket details

2. Under Tasks section, on the right side, click on 3 dots icon

3. Click on Import tasks list

4. Select the desired tasks list

To assign a tasks list using automation rules:

1. Select Add tasks list under Action

2. Select the desired tasks list in the next field

3. Save the changes