Checklist

General

The checklist feature allows agents to keep track of the tasks to be completed. It is activated by default and shows up in another tab in the right sidebar in the ticket view (see here what it looks like from agent’s perspective).

Usage

To activate/deactivate the feature, simply switch the toggle labeled with “Enable Checklists” at the top of the page.

You can optionally create one or more templates with predefined checklist items. For this, just click on the “New Checklist Template” button and define the checklist name and items. After submitting the form, the template can be used in tickets.

You can clone or delete a template by clicking on the ︙ button and selecting the corresponding action.

To edit the template, simply click on the name of the template. This opens a dialog where you can edit the checklist and the items (add, rename, reorder, delete them) and set the entire template to active/inactive.

Remarks

• It is only possible to add one checklist per ticket.

• There is no specific permission for the checklist feature. You can turn it off or on and provide optionally usable checklist templates.

• If the agent has access to the ticket, they will also have access to its checklist.

• If an agent only has reading permissions for this ticket, the checklist will be displayed in read-only mode.

• Customers have no access to the checklists at all and do not see them.

• An agent can always overwrite and adjust the checklist, it can even be deleted from the ticket. This applies also to checklists which are added in a ticket based on a checklist template.

• The checklist feature is currently a standalone feature. That means you can’t access the items or state of the checkboxes from other places in Zammad like triggers or workflows.