We are happy to announce a Tasks feature for Agents and Admins, enabling them to break down standardized processes into actionable steps directly within Zendesk tickets.
👉 See also the feature documentation.
Why did we build it?
- Increase agent efficiency: Tasks eliminate the need for agents to track steps manually across documents, emails, or memory, reducing context-switching and accelerating ticket resolution.
- Ensure compliance: Admins can define company-approved task list templates that enforce consistent adherence to HR, IT, and CX procedures.
- Maintain quality control: Standardized processes like onboarding, offboarding, and change management are applied uniformly, reducing errors and ensuring policy alignment.
- Provide visibility: Tasks give both agents and admins a clear, auditable view of progress on multi-step procedures within the ticket.
How do I start using it?
To sign up for the Tasks EAP, please complete this form.
Once you submit the details in this form, we will activate tasks feature for your account
- Admins can create and manage task list templates in the Admin Center.
- Agents can add those task lists to tickets and complete task items step by step.
What are Tasks?
The main steps of using Tasks consist of the following:
- An Admin creates reusable task list templates (e.g., “New Hire Onboarding” or “Change Management Checklist”).
- An Agent adds a task list to a ticket from the Agent Workspace.
- The task list appears in the ticket as individual tasks that can be completed or unchecked as needed.
- When all tasks are completed, the ticket can be solved (not a requirement for EAP).
How to provide feedback?
We value your feedback, so please share your thoughts in our EAP community, or feel free to email us at mounika.sanikommu@zendesk.com or discuss with your Customer Success Manager (CSM).
We would appreciate your input on the following:
- How can we enhance the Tasks feature?
- Which workflows (HR, IT, CX) do you see benefiting most from Tasks?
Important Note
This is an Early Access Program (EAP) for all customers on the following Suite plans:
- Zendesk Suite Pro and above
- ES SKU Growth, Pro, Enterprise
If you are not on one of the above plans but still need to try out the feature please reach out to your CSM or mounika.sanikommu@zendesk.com to explore the options for your plan.