Contents
Topics covered in this guide:
-
Overview
An introduction to the Tickler app, covering its different versions and types of lists available for task management. -
Fresh installation & configuration
Step-by-step guidance on setting up Tickler, from creating the data fields and configuring app settings to implementing advanced configurations for enhanced functionality. -
Upgrading from the free version
Guidance on transitioning from the free to the paid version of Tickler with additional features and benefits. -
Getting started
A guide to accessing Tickler within Zendesk and navigating its interface effectively. -
Configuring & using lists
Instructions for creating and managing different types of lists, including ad-hoc, saved, and automatic (tag-based) lists. -
Managing tasks
Detailed instructions on how to handle checklist tasks, such as changing status, reordering, editing, deleting, clearing, and setting all tasks as completed. -
Saving & sharing lists
Methods for saving checklist changes to tickets, creating new or updating existing list templates, appending lists to comments, and printing for effective task management and sharing. -
Troubleshooting
Solutions to common issues and tips for resolving technical problems with Tickler. -
Best practices
Recommended strategies and tips for maximizing efficiency and maintaining consistency when using Tickler.
Overview
Tickler brings the power of checklists to your Zendesk tickets, making it easy to manage tasks and processes right from the ticket sidebar. You can choose from three types of checklists to suit your needs: Ad-hoc lists for custom tasks, Saved lists for reusable templates, and Automatic lists that appear based on ticket tags for more efficient workflows.
Tickler versions
Tickler is available in two versions:
-
Tickler
Tickler's full version includes full functionality, such as automatic lists and shared lists, along with all the customization options.
-
Tickler FREE
Tickler's free, simplified version has basic checklist features, including ad-hoc lists but with limited functionality compared to the full version.
Feature | Tickler (Full) | Tickler FREE |
---|---|---|
Number of lists | Supports multiple ad-hoc, saved, and automatic lists | Limited to 1 ad-hoc list per ticket |
Ad-hoc lists | ✅ | ✅ |
Saved lists | ✅ | - |
Automatic (tag-based) lists | ✅ | - |
Private/shared list options | ✅ | - |
Task comments | ✅ | - |
Task list triggers (e.g. macros, field updates) | ✅ | - |
Prevent ticket solve with incomplete tasks | ✅ | - |
List progress tracking | ✅ | ✅ |
Tickler supports three types of lists:
-
Ad-hoc lists
Ad-hoc lists are created manually within a ticket by an agent. These lists are unique to each ticket, so they’re perfect for handling specific, one-off tasks that don’t need to be repeated elsewhere.
-
Saved lists
Saved lists are like templates that can be reused across multiple tickets. They can be created from ad-hoc lists or set up directly by admins. Admins can configure standard task lists and share them with agents, making sure everyone follows the same steps and nothing gets missed. Agents can then quickly grab these shared lists from a dropdown and apply them to their tickets, saving time and keeping things consistent.
-
Automatic lists
Automatic lists are pre-configured by admins and show up automatically when a ticket has a specific tag. Tags can be added to tickets in different ways, triggering the right list to appear. It’s a great way to automate routine processes and ensure that the right tasks are being done for the right tickets.
Ad-hoc lists | Saved lists | Automatic lists | |
---|---|---|---|
Description | Added by agents manually on a per-ticket basis | Ad-hoc list saved for reuse on other tickets | Pre-configured lists added based on tags |
Editable by agents | ✅ | ✅ | - |
Private/shared option | ✅ | ✅ | - |
Available via dropdown | - | ✅ | - |
Auto-added to tickets | - | - | ✅ |
Multiple lists per ticket | - | - | ✅ |
Add comments to tasks | ✅ | ✅ | ✅ |
Configure tasks to run macros/update fields | - | - | ✅ |
Insert list into comments | ✅ | ✅ | ✅ |
Prevent ticket from being solved with incomplete tasks | - | ✅ | ✅ |
Fresh installation & configuration
Tickler requires several custom fields to store checklist data and track progress. Some fields are mandatory for basic functionality, while others are optional and support additional features like progress tracking.
For a fresh installation of Tickler (not upgrading from Tickler Free), follow these steps:
Step 1. Create ticket and user fields to store checklist data
Before installing Tickler, ensure you have the required fields created for storing checklist data.
- Go to Zendesk Admin > Objects and rules > Fields to create a multi-line text field for storing ticket checklist data.
- Go to Zendesk Admin > People > User fields to create a multi-line text field for agent-specific preferences.
See Required data fields and Optional data fields for more information.
Step 2. Install the Tickler app
To install the full version, visit Lovestock & Leaf's Tickler page and click the blue Free trial button.
You can also go directly to the Tickler page on Zendesk Marketplace and click the purple Free trial button.
Step 3. Configure Tickler app settings
In the app configuration, enter the necessary field IDs and keys, then adjust the settings to enable features like ad-hoc, saved, and automatic lists.
See App settings for more information.
Step 4. Set up automatic lists
If applicable, configure automatic lists using YAML/JSON or through the Lovely app for more complex workflows.
See Automatic (tag-based) lists for more information.
Step 5. Test and validate settings
After completing the setup, test the app and validate your settings to ensure everything is functioning as expected.
Required data fields
Tickler requires two custom fields to store checklist data:
1. Ticket data field
This field stores all checklist data for each ticket.
- Go to Zendesk Admin > Objects and rules > Fields.
- Click Add field, then select Multi-line text.
- Set the field name (e.g., "Tickler data").
- Leave the description blank, set permissions to Agents can edit, and ensure Required to solve a ticket is unchecked. Click Save.
- Search your display name, "Tickler data", in Objects and rules > Fields, then copy the field ID (a set of numbers) for later use.
- Add this field to your ticket forms under Objects and rules > Forms.
2. User data field
This field is required to save agent-specific preferences and private ad-hoc lists.
- Go to Zendesk Admin > People > Configuration > User fields.
- Click Add field, then select Multi-line text.
- Name the field (e.g., "Tickler user data").
- Save the field and copy the field key for later use.
Optional data fields
Tickler also supports additional fields for tracking checklist progress in more detail:
1. Progress export field
This field stores task progress in plain text.
- Go to Zendesk Admin > Objects and rules > Fields.
- Click Add field, then select Multi-line text.
- Set the field name (e.g., "Tickler progress").
- Set permissions to Customers can view, add a title shown to customers, and ensure Required to solve a ticket is unchecked.
- Click Save and copy the field ID for later use.
2. Progress export (percentage) field
This field tracks checklist completion as a percentage.
- Go to Zendesk Admin > Objects and rules > Fields.
- Click Add field, then select Multi-line text.
- Set the field name (e.g., "Tickler progress percentage").
- Set permissions to Customers can view, and ensure Required to solve a ticket is unchecked.
- Click Save and copy the field ID for later use.
App settings
Once the fields are created, you can configure the Tickler app settings.
- Go to Zendesk Admin > Apps and integrations > Apps > Zendesk Support apps.
- Find Tickler under Enabled apps, and hover then select Change settings from the dropdown menu.
Required fields that need to be added are:
Title - The label you'd like to appear for the app on Zendesk.
Ticket data field - The custom ticket field ID where Tickler is to store the data for lists. This is the field ID you saved from Step 1 of Fresh installation & configuration.
User data field - Enter the 'field key' for the custom user field where Tickler can store private agent lists and agent specific settings. If this value isn't valid, Tickler will attempt to use 'lldata_tickler' instead (Default: empty). You would have saved the field key too from Step 1 of Fresh installation & configuration.
Aside from the required fields above, the Tickler app settings includes optional fields and configuration options.
Below you'll find a full list of the rest of the app settings, as well as a brief description of what each field does:
- Allow HTML in task comments (Automatic lists only) - Enabling this allows agents to use HTML formatting in task comments on automatic lists.
- Enable ad-hoc lists - This lets agents create, save, and reuse custom ad-hoc lists.
-
Status order (Ad-hoc lists only) - This controls the order of statuses when toggling a task’s status. Use the first letter of each status in the order you'd like them to appear:
n
= None,p
= Pending,s
= Skip,d
= Done. For example, enternspd
to display the order as None, Skip, Pending, Done. - Save list progress using a "progress field" (Ad-hoc lists only) - If enabled, the current progress of the checklist will be saved as plain text to a second custom ticket field. You’ll also need to set the field ID below.
- Progress field setting: field ID (Ad-hoc lists only) - Enter the ID of the custom ticket field you want to use to store list progress. The field must be a "multi-line text" type.
- Progress field setting: Hide progress field (Ad-hoc lists only) - Check this box to hide the progress field from agents.
- Progress (in percentage) field setting: field ID (Ad-hoc lists only) - Enter the custom ticket field ID where you’d like to store the checklist progress as a percentage. Leave as "0" to disable this feature.
- Progress (in percentage) field setting: Hide progress (in percentage) field (Ad-hoc lists only) - Check this box to hide the percentage progress field from agents.
- Print to comment by default - When this is enabled, the 'Add list as comment' option will be pre-selected whenever you click the print icon in the app.
- List descriptions and comments on print view (Automatic lists only) - If enabled, the list description and any comments on task items will be included in the print view.
- Incomplete items on print view - When enabled, this includes incomplete tasks in the print view, instead of only showing completed tasks.
-
Field map (Automatic lists only) - This feature lets you give a label (or alias) to a custom ticket field, making the configuration easier to understand. For example, you can map field ID
1234567890
toshipping_method
. This is used exclusively in the automatic lists configuration. -
Automatic lists (chunk x) - This section is for configuring automatic lists. Keep in mind the following:
- Character limit: Zendesk limits each app setting to 50,000 characters. To stay within this limit, you can break your configuration into smaller chunks and spread them over multiple “Automatic lists” fields.
- Valid YAML/JSON: Each “Automatic lists” field must contain valid YAML/JSON, or be left blank.
- Don’t split lists over multiple fields: Doing this will likely break your configuration, causing none of the automatic lists to work.
- Editing tips: We highly recommend using the companion Lovely app for updating this field. Its editor helps format YAML correctly and prevents you from saving invalid YAML back to the app, ensuring your configuration stays intact.
- Shared lists (Ad-hoc lists only) - This field contains a JSON version of shared to-do lists. It’s not recommended to edit this directly. Instead, update lists within the Tickler app or use the companion Lovely app.
Advanced configuration
The advanced configuration options in Tickler allow you to customize and integrate the app more deeply into your Zendesk environment. You can format checklists for end-users, automate checklist progress tracking in email notifications, and ensure a more cohesive and informative experience for both agents and customers. This section guides you through advanced setup, including adding code to your Guide template for checklist formatting and incorporating checklist progress into email notifications, helping you get the most out of Tickler and improve your support process.
Adding code to your Guide template for checklist formatting
To display the checklist properly for end-users in the Zendesk Guide, you'll need to add custom code to your Guide template. This step ensures that the checklist appears formatted and readable for customers. You can find detailed instructions and the necessary code in this article.
Adding checklist progress to email notifications
To automatically include checklist progress in your email notifications, simply add the progress ticket field to the message body. Typically, the template tag will be {{ticket.ticket_field_ID}}
, where ‘ID’ is the custom field ID for the progress field.
Setting up email notifications with checklist progress
-
Triggers:
- Go to Settings > Triggers under Business rules.
- Create or edit the trigger you want to use.
- Add the progress ticket field tag to the message body.
-
Automations:
- Go to Settings > Automations under Business rules.
- Create or edit the automation you want to use.
- Add the progress ticket field tag to the message body.
-
CC Notifications:
- Go to Settings > Email under Channels in the menu on the left.
- Edit the CC notification settings as needed.
- Add the progress ticket field tag to the message body.
For examples of how to add the progress field to notifications, please refer to this article.
Tips for formatting checklist notifications
- Include the progress field only in relevant notifications, such as those triggered by comments added to tickets.
- Avoid adding the field to reminders or automated notifications not directly related to checklist progress.
By following these steps, you can enhance your email notifications with real-time checklist progress, keeping stakeholders informed about ticket status changes.
Upgrading from the free version
If you're upgrading from Tickler FREE to the full version, follow these steps to ensure a smooth transition.
All custom fields set up for Tickler FREE can be reused in the full version, but you’ll need to update your app configuration settings.
Step 1. Verify existing fields
Before upgrading, verify that your Tickler Data and User Data fields are properly configured in Tickler FREE.
- Go to Zendesk Admin > Objects and Rules > Fields to check the field ID for the Tickler data field.
- Go to Zendesk Admin > People > User Fields to verify the user data field.
Step 2. Install the full version of Tickler
To install the full version, visit Lovestock & Leaf's Tickler page and click the blue Free trial button.
You can also go directly to the Tickler page on Zendesk Marketplace and click the purple Free trial button.
Step 3. Update field settings
- Go to Zendesk Admin > Apps and integrations > Apps > Zendesk Support apps.
- Find Tickler under Enabled apps, and hover then select Change settings from the dropdown menu.
- Complete the required fields:
- Ticket data field ID: Use the same field ID from Tickler FREE.
-
User data field key: Enter the same field key used in Tickler FREE.
Step 4. Remove Tickler FREE
After configuring the full version, uninstall Tickler FREE to avoid conflicts.
Important notes:
- Avoid running Tickler FREE and the full version on the same tickets simultaneously, as this may cause data corruption.
- Double-check that each app is using the correct custom fields to avoid conflicts.
Getting started
Get familiar with the Tickler app's functionality and features, making your ticket management and task organization more efficient. This section will guide you through accessing the app, understanding its interface, and utilizing key features to streamline your workflow in Zendesk.
Locating the app
The Tickler app is located in Zendesk's right-hand app sidebar for easy access from any ticket. Depending on your Zendesk setup, the app may appear differently. Use the steps below to locate Tickler, whether pinned to your sidebar or within the Apps menu, and start managing your tasks efficiently.
Not pinned to sidebar:
1. Click Apps in Zendesk's right sidebar menu.
2. A new tab will appear showing all available apps. Scroll to find the Tickler app.
Pinned to sidebar:
1. Click the Tickler icon in Zendesk's right sidebar menu. A new tab will appear showing the Tickler app.
Navigating the interface
Once you’ve accessed Tickler, it’s important to understand the layout and features available. This section walks you through the main components of the Tickler interface, including the Saved Lists dropdown, Manage Lists options, and task management tools, so you can make the most of the app's capabilities in organizing and tracking your ticket tasks.
Saved lists
This dropdown menu allows you to access and apply previously saved task lists.
If no lists have been saved, the dropdown will be empty. Once you’ve saved personal or shared lists, clicking the dropdown will display all available options. You can select a list from the Personal or Shared categories to quickly add it to your current ticket.
Manage lists
Click this icon to view and manage your saved lists. This helps in organizing your workflows by customizing and updating task lists as required.
You can create a new list and specify the name, accessibility (personal or shared), and the list items. This is useful for setting up templates that can be reused across multiple tickets.
You can also switch between Shared and Personal tabs and find list options to modify configurations, create duplicates for easier management, or remove lists that are no longer needed. This feature helps in maintaining and updating task lists efficiently.
Add a new item
This button allows you to start creating an ad-hoc list directly within a ticket by adding tasks one by one. As you add each item, the list begins to build, and you can continue adding tasks as needed. Once your list is complete, you have the option to save it as a template for future use, making it easy to apply the same set of tasks to other tickets.
Selected list
This area displays the currently selected list, whether created ad-hoc or picked from saved lists, and allows you to modify the tasks. Click on individual tasks to edit them, use the drag handle (three horizontal lines) to reorder, or click the trash icon to delete a task.
List actions
This menu provides additional actions for the selected list, such as appending the list to a comment, printing, viewing list properties, saving the list as a template, appending a saved list, or emptying the list.
Progress indicator
This indicator displays the percentage of tasks completed within the active list. As agents mark tasks as complete, the percentage increases, providing a visual representation of progress. Once all tasks in the list are marked as complete, the indicator shows 100%, indicating that the checklist is fully completed.
Change history
This button allows agents to view the changes to the checklist, including task additions, deletions, and status changes. This feature helps track the evolution of the checklist and maintain an audit trail of actions taken.
Configuring & using lists
In Tickler, lists are essential for organizing tasks within tickets. Whether you need to manually create one-off tasks with ad-hoc lists, use pre-configured templates with saved lists, or automate task creation with tag-based lists, Tickler provides flexible options to streamline your workflow. Here's how to configure and use each type of list effectively:
Ad-hoc lists
Ad-hoc lists are created manually within a ticket and are perfect for handling tasks that are specific to that particular ticket. You can build these lists on-the-fly, making them ideal for managing unique situations. Once you've created an ad-hoc list, you can also save it as a template for future use, ensuring consistency across similar tickets.
- Open the Tickler app: In the ticket sidebar, click the Tickler icon to open the app.
- Create a new item: Click the Add a new item button and type your task. Press Enter to add it to the list.
- Build your list: Continue adding tasks as needed by typing in the Add a new item field and pressing Enter.
- Submit the ticket: When your list is complete, submit the ticket. The list will be automatically added to the ticket.
- Save as a template (optional): To reuse the list in other tickets, click the Manage button, select Save list..., name the list, and save it for future use.
Saved lists
Saved lists are reusable templates that can be created from ad-hoc lists or directly configured by administrators. Admins can set up standard task lists and share them with their agents, ensuring consistency and efficiency across multiple tickets. Agents can quickly access these shared lists through a dropdown menu and apply them to tickets as needed, simplifying their workflow with pre-defined tasks.
There are two ways to create saved lists:
Create from an ad-hoc list
- Open the Tickler app: In the ticket sidebar, click the Tickler icon to open the app.
- Create an ad-hoc list: Click the Add a new item button and type your task. Press Enter to add it to the list. Continue adding tasks until your list is complete.
- Save the list: Click the Manage button, then select Save list... from the menu.
- Name the list: Enter a name that describes the list’s purpose.
- Choose visibility: Select Personal (for your own use) or Shared (for all agents).
-
Additional options (optional):
- Prevent solve: Check this box if you want agents to complete all tasks before solving the ticket.
- Don't allow changes: Check this box to prevent agents from modifying the list, adding/removing tasks, or reordering items.
-
Assign a tag: Enter a tag that will be added to the ticket when this list is used.
Note: Changing the tag later may affect existing reports based on the previous tag.
-
Save: Click Save to store the list as a reusable template.
Create through the Manage Lists section
- Open the Manage Lists section: In the Tickler app, click the Manage lists icon.
- Create a new list: Click + Add list to start a new saved list.
- Name the list: Enter a name that describes the list’s purpose.
- Add tasks: Click Add a new item and type your task. Press Enter to add it to the list. Continue adding tasks until your list is complete.
- Choose visibility: Select Personal (for your own use) or Shared (for all agents).
-
Additional options (optional):
- Prevent solve: Check this box if you want agents to complete all tasks before solving the ticket.
- Don't allow changes: Check this box to prevent agents from modifying the list, adding/removing tasks, or reordering items.
-
Assign a tag: Enter a tag that will be added to the ticket when this list is used.
Note: Changing the tag later may affect existing reports based on the previous tag.
-
Save: Click Save to store the list as a reusable template.
Using saved lists
- Access saved lists: In the Tickler app, click on the Saved lists dropdown menu to view all available saved lists.
- Select a list: Choose the desired list from the dropdown to apply it to the current ticket.
- Modify tasks (if needed): Once applied, you can modify the tasks within the list as needed for the specific ticket.
By using saved lists, you can ensure that your agents have a consistent set of tasks to follow for different ticket types, saving time and maintaining standard operating procedures.
Automatic (tag-based) lists
Automatic lists are pre-configured by administrators and are displayed automatically when a ticket has a tag associated with the list. Tags can be added to tickets in various ways, triggering workflows that auto-apply task lists based on specific criteria. This is especially useful for standardizing processes across similar types of tickets.
Configuration guidelines
When setting up automatic lists, it's important to structure your configuration correctly. Use either YAML or JSON to define your list settings, and utilize features like the field map to simplify references to custom fields. Remember that multiple list configurations can be included in a single chunk, as long as you stay within the character limit.
YAML and JSON configuration:
You can use either YAML or JSON to configure your automatic lists. YAML is often preferred due to its readability and simplicity. In YAML, the configuration structure uses indentation and line breaks to define nesting levels, making it easier to understand and manage.
Field map (optional):
The field map allows you to assign friendly names (aliases) to custom ticket fields. This helps make your configuration more readable.
The generic form of the field map is shown below:
alias: 1234567
Replace alias with an arbitrary alpha-numeric name (no spaces) for the field you will refer to in the task list, and the number is the custom ticket field ID. An example field map is shown below.
delayedStatus: 21695474
returnEnquiry: 21695444
orderWithin3Days: 21853930
Use the Lovely app's ID Viewer feature to find these field IDs.
This is only used to specify fields that need to be updated when a specific Tickler item is ticked (e.g. done, paused etc). Examples to follow.
Configurations in chunks
When setting up automatic lists, it’s important to remember that you can add multiple list configurations within a single chunk (e.g., Automatic lists (chunk 1)
). You don't need to use a separate chunk for each list. You can include as many list configurations as you need in chunk 1, as long as you stay within the 50,000-character limit.
Task list options
Here are the detailed options available for configuring task lists:
-
tag: Defines the tag or a drop-down field option value that triggers the display of the list. The tag can be manually added to the ticket or inherited through user or organization properties, triggers, or automation.
-
title: The title of the Tickler list. This is what is displayed to the agent or end-user.
-
name: The internal name of the Tickler list. This is not currently used and should match the title.
-
description: The description of the list, shown below the title to provide additional context.
-
tasks: This container holds all the tasks or items for the Tickler list.
-
taskTitlePrefix: Allows you to add a prefix to each task item, such as numbering or symbols. This is particularly useful for organizing tasks.
The marker must be inside the double curly brackets. Any text that you have outside of the marker is included as it is. Example prefixes include:-
number
: 1, 2, 3, ... -
upper-alpha
: A, B, C, ... -
lower-alpha
: a, b, c, ... -
upper-roman
: I, II, III, IV, ... -
lower-roman
: i, ii, iii, iv, ...
taskTitlePrefix: "{{number}}."
-
-
preventSolve: If set to
true
, agents must complete all tasks in the list before they can solve the ticket. -
alias: Additional tags that, if present on the ticket, will cause the list to be displayed. For example, if
tag1
ORtag3
ORtag4
are present, the list will be displayed. -
ll_combination_x: Identifies a Tickler list that must be displayed when two or more tags are all present on the ticket. Use
ll_combination_X
where X is a unique number.ll_combination_1: title: Multi-tag triggered list combination: [tag2, tag5] tasks: - title: "Task 1" - title: "Task 2"
-
combination: An array of drop-down field values and/or tags that trigger this task list. This is used only with
ll_combination_X
and defines the combination of tags that should display the list.combination: [tag2, tag5]
-
hideWhen: A list of tag IDs to indicate that the list should not be shown if other lists are already visible. This setting is available from version 3.0.5 onward.
hideWhen: [ll_combination_1]
Advanced features for automatic lists
Automatic lists can be enhanced with advanced configurations such as task title prefixes for better organization and tag combinations to trigger lists only when multiple tags are present. These features provide more control over when and how lists appear in tickets.
Task title prefixes:
You can add automatic numbering or symbols before task titles for better organization. For example, to number tasks:
taskTitlePrefix: "{{number}}."
Tag combinations:
Configure lists to display only when multiple tags are present. This allows for more granular control over when lists are shown. Below is an example configuration.
ll_combination_1:
title: Multi-tag triggered list
combination: [tag2, tag5]
tasks:
- title: "Task 1"
- title: "Task 2"
ll_combination_2:
title: Dependent list
combination: [tag2, tag4]
hideWhen: [ll_combination_1]
tasks:
- title: "Task 3"
- title: "Task 4"
Line breaks in task description:
To add multiple lines for the task description, start the description with a pipe. The following code snippet shows an example of this. Be sure to use your YAML preceding spacing multiples before each line of this level of the config.
Task list items configuration
Each task item can be customized with various actions that trigger when a task is marked as Done, Pending, or Skipped. Below is an example configuration.
order_more_than_3days:
title: Delayed delivery
name: Delayed delivery
tasks:
- title: Investigate request
comment: "Agent comment: add your comment here"
description: "Look into delay and process corrective action"
onDone:
setField:
- [delayedStatus, Investigated]
applyMacro: [12345, 45678]
onPending:
setField:
- [delayedStatus, Pending investigation]
addTags: [tag1, tag2]
removeTags: [tag3, tag4]
onSkip:
setField:
- [delayedStatus, Investigation skipped]
- title: "Enter Order number into dispatch system to identify where stock is."
pending: false
Key actions:
Customize your task items by defining specific actions that trigger based on task status changes. You can configure actions like setting fields, adding or removing tags, and applying macros to streamline ticket handling and automate workflows.
- onDone: Specify actions when the task is checked as Done.
- onPending: Specify actions when the task is checked as Pending.
- onSkip: Specify actions when the task is checked as Skipped.
- comment: Adds a default value for the task comment.
- description: Describes the task, displayed as a tooltip.
- pending: If set to false, the task cannot be marked as Pending.
- setField: Sets a specific value on a field.
- addTags: Adds the listed tag(s) to the ticket.
- removeTags: Removes the listed tag(s) from the ticket.
- applyMacro: Applies a macro to the current ticket.
Example - Setting a field:
tasks:
- title: "Task 1"
onDone:
setField:
- [friendlyFieldName, fieldValue]
Example - Applying a macro:
tasks:
- title: "Task 1"
onDone:
applyMacro: [12345]
Use these configurations to tailor your automatic lists to match your workflows and ticket handling processes precisely.
Using automatic lists
The Tickler app is located in the right-hand ticket sidebar for both new and existing tickets. When no tag-based or ad-hoc checklists are enabled, the app will appear blank. Here's an example view with no lists enabled:
As described in earlier sections, you don't manually select automatic lists to add them to a ticket. Instead, they appear automatically when the ticket has the relevant tags associated with them. Below is an example of an automatic list that has not been started yet:
How automatic lists are displayed
Automatic lists will appear at the top of the Tickler app, before any ad-hoc lists. Each automatic list has a title, a progress bar near the top, and individual tasks listed below. Both lists and tasks can have descriptions, providing additional context for agents handling the ticket.
Information on updating task status for automatic lists (and other types of lists) can be found in the Changing task status section.
Tips for list management
Effectively managing lists in Tickler ensures that tasks are organized and workflows remain consistent across different ticket types. Whether you're dealing with one-off tasks, standard operating procedures, or automated processes triggered by specific ticket tags, choosing the right type of list and utilizing best practices can significantly improve your team's efficiency and accuracy. Below are some key tips to help you get the most out of Tickler's list management features.
- Choose the right list type: Use ad-hoc lists for unique tasks, saved lists for reusable templates, and automatic lists for standardized workflows.
- Save ad-hoc lists as templates: If you frequently use the same set of tasks, save them as a template for easy application to other tickets.
-
Use automatic lists for standard processes: Set up automatic lists to ensure that common processes are followed for tickets meeting specific criteria.
When using automatic lists: - Keep configurations organized by breaking them into smaller chunks if necessary.
- Use the Lovely app to update and manage configurations, as it provides tools for formatting and validation.
- Test configurations thoroughly before deploying them to a live environment.
By combining the flexibility of ad-hoc and saved lists with the automation of tag-based lists, you can efficiently manage and track tasks within Zendesk tickets, ensuring all necessary actions are taken to resolve tickets effectively.
Managing tasks
This section covers all the essential features available for handling checklist items within Tickler, enabling agents to efficiently track and update their progress. This includes changing the status of tasks with options like “Done,” “Pending,” “Skipped,” or adding comments to keep everyone informed. Agents can also reorder tasks to prioritize actions, edit task details as needed, or clear the entire list if necessary. These tools help maintain an organized and flexible approach to managing ticket workflows, ensuring that agents can adapt to changes and keep the ticket resolution process smooth and structured.
Changing task status
Tickler allows agents to effectively manage tasks by providing various status options for each item in a checklist. Admins can choose to enable or disable these statuses to control which options are available for agents in the App settings, and agents can then change the status of each task directly within the ticket by hovering over the checkbox.
This feature helps agents easily track progress and update tasks based on their current state. The available statuses include:
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Done (checkmark icon): Marks the task as complete.
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Pending (hourglass icon): Indicates the task is awaiting action or in progress.
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Skipped (cross icon): Shows the task has been skipped and is not required for completion.
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Comment (speech bubble icon): Allows agents to add a comment to the task if the "Enable comment for task item" setting is enabled by the admin. Clicking on the comment icon will reveal an small comment editor. To clear a comment, click the small 'trash can' icon on the right. Clicking Ok updates the comment, while clicking Cancel discards any changes.
As you update the status of tasks, the progress bar for that list will update. The percentage value on the right is the sum of skipped and completed tasks. Each colored bar represents the percentage of tasks for each status, relative to the total.
- Green = Complete
- Orange = Pending
- Red = Skipped
- Gray = Not started
Below are examples for both Automatic list and Ad-hoc/Saved list. The screenshot illustrates what a partially complete list might look like.
Reordering tasks
Agents can reorder tasks by dragging the task using the drag handle (three horizontal lines) that appears on the right side of the task when hovered over.
Editing a task
To edit a task, click on the task label to enter the edit mode. Make the necessary changes and press Enter to save the updates.
Deleting a task
To delete a specific task, click on the trash bin icon that appears on the right side of the task when you hover over it. This action will immediately remove the task from the checklist. Deleting tasks helps agents keep their lists organized and free of unnecessary items, ensuring that only relevant tasks remain.
Clearing all tasks
To clear the entire checklist, click on the three dots menu at the top-right corner of the list and select Empty this list. You will be prompted to confirm this action before all tasks are permanently deleted. This feature is useful for quickly resetting the checklist when starting a new workflow or when all tasks are no longer needed for the current ticket.
Setting all to Done
This feature allows agents to mark all tasks in the active list as complete with a single click. This is particularly useful when agents need to quickly acknowledge that all steps in a process have been completed.
- Click the three dots at the top-right corner of the checklist.
- Select Set all to Done to mark every task in the list as complete.
Saving & sharing lists
This section provides comprehensive guidance on managing, saving, and sharing your task lists within Tickler. Whether you need to save changes to a list for a specific ticket, create new templates, or update existing ones, these features help ensure organized and consistent workflows across multiple tickets.
Saving a list to ticket
Saving list changes in Tickler ensures that any modifications made to a checklist within a ticket are preserved and can be revisited or updated later. Changes made to a checklist—such as adding, removing, or editing tasks—are automatically saved to the ticket when the ticket itself is submitted or saved. This keeps the checklist current and accurate for that particular ticket.
Purpose: Keeps the checklist up-to-date and accurate for the specific ticket it is used in.
When to use: Use this when you want to save changes made to a checklist for a particular ticket without affecting other tickets or the template itself.
Saving as a new list template
Saving a checklist as a new list template allows you to create standardized checklists that can be applied to multiple tickets, ensuring consistency and efficiency in handling similar tasks or processes. This is particularly useful for maintaining uniform workflows or for quickly setting up checklists tailored to specific scenarios.
- Create or select a checklist:
For ad-hoc lists: Create the list by adding tasks directly within the ticket.
For existing saved lists: Select a saved list from the Saved lists dropdown, make the necessary changes, and proceed to the next step. - Click the three dots at the top-right corner of the checklist.
- Select Save list….
- Choose New list as the save option.
- Enter a name for the list. Choose a unique name to differentiate it from other templates and specify whether it should be a personal or shared template.
- Click Save to store the checklist as a new template for future use.
Purpose: Creates a reusable template that can be applied to multiple tickets, ensuring standardized processes across your team.
When to use: Use this when you want to save a checklist as a new template that can be applied to other tickets, either as-is or with modifications.
Saving to an existing list template
You can save modifications to an existing list template, allowing you to update the template with any new changes made to a checklist.
- Open the checklist you want to save.
- Click the three dots at the top-right corner of the checklist.
- Select Save list….
- Choose Existing list as the save option.
- Select the template you want to update from the dropdown menu.
- Click Save to update the existing template with the changes.
Purpose: Updates an existing template to reflect any changes made to a checklist, ensuring that the most current process is standardized.
When to use: Use this when you want to update a previously saved list template with new tasks or modifications.
Adding a list to comment
Adding a list to a comment in Tickler allows agents to seamlessly share checklist progress within a ticket. By selecting the option to append the list, agents can include the full checklist in ticket comments for easy reference and collaboration.
- Open the checklist in the ticket.
- Click the three dots at the top-right corner of the checklist.
- Select Append list to comment to add the checklist to the ticket as a comment.
When inserting your checklist as a comment, Tickler will do it's best to format the checklist appropriately for the style of comments that are enabled on your Zendesk. For example, below is how a checklist might look on a Zendesk with 'Rich' comments enabled.
Purpose: Communicates the checklist progress to other agents or stakeholders, making it easy to track and review tasks directly within the ticket conversation.
When to use: Use this when you want to document the current state of a checklist within the ticket’s comment thread, allowing others to view, understand, and follow up on the progress made.
Printing a list
Printing a list in Tickler makes it easy to create a physical or digital copy of your checklist. This is useful for record-keeping, sharing outside the system, or creating a reference document for agents who prefer a hard copy.
- Click the three dots at the top-right corner of the checklist.
- Select Print list to generate a print-friendly version of the checklist.
When you first open the print-friendly view, you'll be prompted to print it. If you'd like to review the list before printing, you can cancel the print dialog. When you're ready to print, simply click the 'Print' button at the top of the screen.
Below is an example of a checklist in the print friendly format.
Purpose: Provides a tangible or digital copy of the checklist for use outside the system or for archival purposes.
When to use: Use this when you need to share a checklist with stakeholders who do not have access to the system, or if you prefer to work with a physical document for tracking or review purposes.
List properties
The List properties feature allows you to view and edit the settings of a saved list. You can rename the list, change its permissions (personal or shared), and adjust other properties. This is useful for ensuring that the list settings are appropriate for your current needs.
- Click the three dots at the top-right corner of the checklist.
- Select List properties to view and edit the list's settings.
- You can modify the following options:
- List heading: Update the name of the list to reflect its purpose.
- Prevent solve: Agents can only solve the ticket after all items in the list are complete. This helps ensure that all tasks are addressed before a ticket is marked as resolved.
- Don't allow changes: Prevents agents from changing the list, such as adding or removing items, appending another list, or reordering tasks. Admins can still make changes if needed by going to the menu for an individual list within a ticket and selecting "Unlock list edit for me."
- Click Save to apply any changes to the list properties.
Purpose: Customizes the list's properties without modifying the tasks themselves.
When to use: Use this when you need to update the list name, restrict task management options for agents, or modify list permissions and rules.
Appending a saved list
Appending a saved list allows you to combine multiple checklists into one comprehensive list. This feature is useful when you need to apply multiple task lists to a ticket or merge steps from different processes into a single checklist.
- Click the three dots at the top-right corner of the checklist.
- Select Append a saved list and choose the desired list to merge into the current list.
Purpose: Merges multiple saved lists into one, allowing for comprehensive task tracking within a single checklist.
When to use: Use this when you need to combine different saved lists into one checklist for more complex workflows.
Troubleshooting
When using Tickler, you may encounter some common issues related to list saving, field setup, or browser caching. This section provides troubleshooting tips to help you resolve these problems quickly. Additionally, guidance on validating YAML and JSON configurations ensures your automatic lists function correctly. Follow these steps to address common errors and keep your workflow running smoothly.
Common issues
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Lists not saving
Ensure that the ticket data field is correctly added to your ticket forms and that all field IDs are unique. -
Missing fields
Confirm that the custom fields have been added to Zendesk and the correct IDs are entered into the Tickler app settings. -
Greyed-out lists
This issue may occur if the fields are not set up properly. Double-check your app settings and custom field configuration, and ensure you do not use the same field ID for the required ticket data field, optional progress export field, and optional progress export (percentage) field.
Browser caching
Changes to the Tickler app settings may not apply immediately due to browser caching. To resolve this, perform a hard refresh:
- Chrome/Firefox: Press Ctrl + F5 (Windows) or Cmd + Shift + R (macOS).
- Safari: Hold Shift and click the reload button.
YAML and JSON validation
If you encounter issues with configuration, use the following validators to check your YAML/JSON setup:
- YAML Validator: Online YAML Validator
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JSON Validator: Online JSON Validator
- Paste your configuration into the relevant validator.
- Review the feedback and correct any errors indicated.
- Once errors are resolved, update your Tickler app settings accordingly.
Best practices
Following best practices helps ensure that you maximize the efficiency and effectiveness of Tickler. Whether you're managing tasks manually or automating processes, these tips will help you get the most out of your configurations and maintain a smooth workflow.
Choose the right list type
Selecting the appropriate list type is crucial for managing tasks effectively:
- Ad-hoc lists: Ideal for unique, one-off tasks specific to individual tickets. Use these when flexibility and customization are needed on a per-ticket basis.
- Saved lists: Great for creating reusable templates that can be applied across multiple tickets. Save frequently used ad-hoc lists as templates to ensure consistency and save time.
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Automatic lists: Perfect for standardizing processes across similar ticket types. Use these for tickets that require a specific set of tasks based on defined criteria, such as tags or field values.
Optimize your use of automatic lists
Automatic lists can be a powerful tool for enforcing consistent workflows. To get the most out of them:
- Consolidate configurations: Place multiple list configurations within a single chunk to optimize space and manageability. Use separate chunks only when you reach the 50,000-character limit.
- Leverage the Lovely app: Use the companion Lovely app for updating and managing your configurations. Its built-in formatting and validation tools help prevent errors and ensure your YAML/JSON syntax is correct.
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Test before deployment: Thoroughly test your configurations in a staging environment before deploying them live. This helps catch any issues early and avoids disruptions in your support process.
Maintain unique field IDs
When setting up custom fields for Tickler, ensure that each field used for storing data, progress reports, and progress percentages has a unique ID. This prevents conflicts and ensures that Tickler can accurately track and display the information.
Save frequently used ad-hoc lists as templates
If you find yourself creating the same ad-hoc list repeatedly, save it as a template. This allows you to quickly apply it to new tickets, ensuring a consistent approach and saving time.
Use automatic lists for repeatable workflows
For tickets that follow a standardized process, configure automatic lists. These lists automatically apply the necessary tasks based on ticket criteria, ensuring that important steps aren’t missed before a ticket is resolved.
By following these best practices, you can improve your task management in Tickler, reduce errors, and ensure that your support processes are both effective and efficient.
3 questions:
1) How can I create tasks which are un-numbered next to tasks which are numbered? I see this in the final screenshot here and also a more complex version of this in the tall screenshot for "DELAYED DELIVERY"
2) How can I insert a return or line break within a task or a task's description. I'd love to make a task for "collect all info to do this request" with a list below the task reminding the agent of the items to be collected.
3) How can I get a nice progress indicator like the one included at the top of Tickler Free? I'd like to have the features of the PRO version but also the progress indicator from the free version. Is that possible?
Thanks!
Justin
One more question- Is there a way to show a tickler when a tag is NOT present. My use case is that I want to show a tickler in tickets where a certain custom user checkbox field is not checked. I'm open to work-arounds and hacks too :)
Hey Justin. Great questions!
"1) How can I create tasks which are un-numbered next to tasks which are numbered?..."
In the example above, the tasks are just numbered manually. i.e., the numbers are part of the tasks' title.
"2) How can I insert a return or line break within a task or a task's description...."
The current version of Tickler PRO (v0.8.7) should respect line breaks. We also recently added support for basic HTML in list descriptions and in task titles, descriptions and comments. If you enabled this (in the settings), you can simply add a 'br' tag to insert a line-break.
"3) How can I get a nice progress indicator like the one included at the top of Tickler Free?..."
Another thing we recently added. It's not as fancy as the one in Tickler FREE/PLUS. It's just a simple horizontal bar graph, but hopefully it'll do the trick for most people.
"One more question- Is there a way to show a tickler when a tag is NOT present..."
Tickler PRO relies on the presence of tags to determine whether or not to show a list. One idea is you could set up a couple Triggers: one to add a specific tag (that's associated with a checklist) when the custom user checkbox is unchecked and a second one to remove the same tag when the checkbox is checked.