Not every action in Zendesk should happen at the same time.
Some things need to happen step by step, while others should only happen once everything is complete. The problem is, most workflows don’t handle that distinction well.
That’s where Tickler’s onDone flexibility makes a real difference.
One feature, two ways to use it
Tickler allows you to trigger actions when work is marked as done. But more importantly, it lets you decide when that “done” actually matters.
You can use onDone at:
- Task level → when an individual step is completed
- List level → when the entire checklist is completed
It sounds simple, but this is what turns a checklist into a proper workflow tool.
Handle step-by-step actions automatically
At the task level, onDone works as you’d expect.
As each step is completed, you can trigger updates like:
- Setting fields
- Adding or removing tags
- Applying macros
This is useful when each step has its own outcome or needs to update the ticket along the way.
Think of it as guiding the process while it’s happening.
Trigger a single outcome when everything is done
List-level onDone is where things get more powerful.
Instead of attaching logic to individual steps, you can trigger one clean action when the entire checklist is complete.
For example:
- Marking a customer as offboarded
- Updating a lifecycle status
- Applying a final tag or macro
- Closing out internal processes
The checklist itself defines when the work is truly finished.
Why this matters in real workflows
In most teams, the difference between “a step is done” and “everything is done” is important.
Without that distinction:
- Actions trigger too early
- Important updates get missed
- Workarounds start creeping in
With Tickler, you can structure your workflow properly from the start.
Each step can do its part, and the checklist as a whole can drive the final outcome.
Built for how teams actually work in Zendesk
Tickler’s approach fits naturally into how support teams already operate.
You’re not forcing everything into one layer of automation. You’re separating:
- Progress updates (task level)
- Final outcomes (list level)
That separation keeps workflows clearer, more reliable, and easier to maintain over time.
If you want to explore how actions and checklist configurations work in more detail, you can refer to Tickler user guide - Automatic (tag-based lists)
Learn more and try it out
Visit the Tickler product page to get a closer look at how teams are using checklists to manage real workflows in Zendesk.
You can also start a free 14-day trial on the Zendesk Marketplace and see how it fits into your current setup.
Comments