Introduction
Checklists are custom task lists designed to follow a workflow or symbolize the completion of work. While it is not compulsory to check all the boxes in a checklist or complete all tasks to close a ticket or perform any action, they help support agents ensure they follow defined guidelines and complete the necessary steps.
How to Enable
Admin users can enable the checklist feature by navigating to Support > Settings > Productivity Suite > Checklist.
Managing Templates
To manage checklists, go to Support > Settings > Checklist Templates. Here, admin users can create new checklists and edit or delete existing ones.
Who Can See the Checklist?
Admin users can control which agent roles have permission to assign checklists to tickets or create new checklists. This can be configured by navigating to Support > Support Agents > Agent Roles > Edit > Modify Checklist.
Accessing Checklists for Tickets
To access the checklist for tickets, enable the checklist widget from Support > Settings > Ticket Widgets > Checklist. Once enabled, support agents with the necessary permissions can see the checklist on the ticket page under the checklist widget. Here, users can assign a checklist to a ticket and mark tasks as completed.
Support agents can also create a checklist directly from the checklist widget on the ticket page, but these checklists will only apply to that specific ticket and will not be available for other tickets.
By utilizing checklists, support teams can ensure that all critical steps are followed, enhancing the quality and consistency of their support operations.