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
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.
Settings > Tasks List
Add tasks listbutton.
Fill in the details and
To import tasks list:
Go to the ticket details
Taskssection, on the right side, click on 3 dots icon
Import tasks list
Select the desired tasks list
To assign a tasks list using automation rules:
Add tasks listunder Action
Select the desired tasks list in the next field
Save the changes