In many Zendesk workflows, completing a task usually means more work afterward - updating fields, adding tags, applying a macro, or leaving a comment so others know what happened.
Tickler helps reduce that manual follow-up. With automatic lists, tasks can trigger updates in the ticket as they’re completed, keeping everything in sync without extra steps.
What gets automated
When a task in an automatic checklist is marked as Done, Pending, or Skipped, Tickler can automatically:
Update ticket fields
Apply macros
Add or remove tags
Append a message to the ticket comments
This makes task completion meaningful and not just a visual checkmark.
Why teams use task-based automation
Teams typically use this feature to:
Keep ticket fields up to date without manual edits
Ensure consistent tagging for reporting and routing
Log key milestones in the ticket conversation
Reduce human error in fast-moving workflows
Instead of relying on agents to remember follow-up steps, the checklist handles it.
Designed for structured workflows
Task-based automation is available for automatic (tag-based) lists, where steps and outcomes are defined in advance.
This makes it especially useful for:
Compliance or QA processes
Multi-step operational workflows
Requests that require clear audit trails
Tickets that move between teams
Agents focus on completing tasks, and Tickler handles the rest.
How it works
Automatic lists support task-level actions that run when a task changes state, such as:
onDone - when a task is completed
onPending - when a task is put on hold
onSkip - when a task is skipped
Each of these can trigger actions like updating fields or applying macros.
For full configuration details and examples, see the Automatic (tag-based) lists section of the Tickler user guide.
Cleaner tickets, less manual work
By tying ticket updates directly to task completion, teams get clearer timelines, more accurate data, and fewer things to remember - especially in busy Zendesk environments.
It’s a small shift that adds up quickly.
Try Tickler for free
If your workflows rely on tasks being completed correctly, Tickler helps make sure the ticket reflects that work automatically.
Start your 14-day free trial (US $1.95 per agent/month afterward) >
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