Checklists

Checklist templates can be assigned automatically based on the queue, service, or customer.

Overview

This page explains how to use Checklists and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

1. Create, edit, and deactivate a template. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

2. Manage checklist items. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

3. Maintain queue assignments. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

4. Maintain service assignments. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

5. Maintain customer assignments. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

• Visible menu items and actions depend on the signed-in agent’s group and program permissions.

• Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

• After making changes, test at least one realistic use case with a user in the affected role.