Ticket checklists

Checklists can be added to tickets automatically or manually and completed step by step.

Overview

This page explains how to use Ticket 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. View existing checklists. Use the available search, filter, and detail views. Clear or change filters if expected records do not appear.

2. Add a checklist. Open the relevant administration or action form, enter the required values, and save only after checking assignments and required fields.

3. Toggle individual items. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

4. Remove a checklist. First check which existing records or users are affected. Where possible, deactivate entries instead of deleting them permanently.

5. Understand automatic assignment by queue, service, or customer. 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.