Keep every checklist on track with Tickler’s new guided workflows

Tickler’s automatic lists just got even better for structured workflows.

You can now enable guided mode to make sure tasks are completed in sequence. Agents work through the checklist one step at a time, helping prevent important steps from being missed or completed out of order.

You can also require agents to leave a comment before completing or skipping specific tasks. This is ideal when you need to capture important details, such as a call reference number, reason for an exception, or confirmation of an action taken.

Here’s a simple example using both options:

customer_callback:
  title: "Customer callback"
  guidedMode: true
  tasks:
    - title: "Review the customer’s request"
    - title: "Call the customer"
      requireComment: true
    - title: "Confirm the agreed outcome"
    - title: "Update the ticket"

In this example, agents work through the tasks in order and must add a comment before completing or skipping Call the customer.

See the Tickler user guide for full instructions on configuring automatic lists.

Together, these new options give your team clearer guidance while ensuring the information you need is captured along the way.

Ready to bring more structure to your Zendesk workflows? Explore Tickler’s other features and start your free trial today.