Some support processes follow the same steps every time - like onboarding a new customer, processing a return, or escalating an issue. Tickler’s Automatic Lists help you turn those repeatable workflows into structured checklists that appear automatically on the right tickets, based on tags or field selections.
This ensures agents always follow the right process, with no guesswork and nothing missed.
What are Automatic Lists?
Automatic Lists are reusable checklists created by administrators. They instantly appear in the Tickler sidebar when a ticket meets specific conditions - most commonly:
A specific tag is added
A dropdown field value is selected
Tags are applied automatically by triggers, automations, requester, or organization
They’re ideal for workflows that must happen every single time.
| Workflow type | Trigger tag | Checklist example |
|---|---|---|
| New customer setup | new_customer |
Welcome call → Account creation → Send guide |
| Returns & replacements | returns |
Validate → RMA → Arrange courier |
| Fraud review | fraud_review |
Verify ID → Check order history → Escalate |
| VIP handling | vip |
Priority routing → Follow-up message |
Why teams love them
Automatic lists help you:
✔ Standardize ticket handling
✔ Reduce training time for new agents
✔ Improve visibility of progress in tickets
✔ Automate repetitive admin tasks
✔ Ensure required steps are completed before Solve
The right checklist appears - every time - without agents needing to think about it.
Prevent Solve (optional)
For processes where every step matters - like compliance checks, internal audits, or manufacturing QA - you can prevent agents from solving a ticket until the checklist is complete.
Prevent Solve ensures critical steps are never skipped.
Let Tickler handle the admin for you
Automatic Lists can:
Update fields as tasks are completed
Add or remove tags
Apply macros
Insert updates into ticket comments
That means your workflows don’t just stay consistent - they stay efficient.
Learn more
To explore setup options such as task-level automation, YAML/JSON configuration, and progress export fields, visit: Tickler user guide > Automatic Lists section
What you'll achieve
Automatic Lists give teams confidence that the right steps are always followed:
✔ Consistency across agents and shifts
✔ Faster onboarding and reduced coaching time
✔ Visibility into checklist progress at a glance
✔ Fewer accidental early resolutions
✔ Stronger process compliance in every workflow
Your processes stay tight, and agents stay supported.
Try Tickler for free
Your workflows are already defined - now make sure they actually happen. Tickler automates SOPs so agents can focus on helping customers, not remembering checklists.
Explore all features today: Add Tickler to Zendesk with a 14-day free trial
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