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Ticket Checklist
Required steps before a ticket is saved. Warn agents or block the save.
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Support
Entwickler:in
Marquee Apps
About this app
Set the steps your team must not skip, and Ticket Checklist checks them every time an agent saves a ticket. Missing a category before solving? A follow-up date before setting Pending? Forgot to confirm the customer's identity? The agent is told exactly what is missing, before the ticket is saved.
How it works
- Checklist rules. An admin adds rules from the app's icon in the left navigation: a ticket field that must be filled in, or an item the agent must tick, such as "I confirmed the customer's identity".
- Warn or Block. A Warn rule asks the agent to confirm before saving anyway. A Block rule stops the save until it is fixed. Either way the message names what is missing.
- Only when it matters. A rule can apply to every save, or only when the ticket is saved as Solved, Pending, On-hold, Open or New.
- Only where it matters. Limit a rule to certain ticket forms, groups or brands, or leave it on for all tickets.
- A checklist in the sidebar. Agents see the items for the ticket they are on, ticked off as they go.
- An audit trail if you want one. A tick item can add a tag to the ticket when ticked, so it is saved with the ticket and shows up in views and reports.
Data and privacy
Ticket Checklist runs entirely inside your Zendesk account. It has no server and sends no data to Marquee Apps or anyone else.
In the agent's browser, it reads the open ticket's status, form, brand, group, assignee, type, priority, tags and the fields your rules name, to check the rules. Nothing is copied or stored.
Your rules are stored in the app's own settings in your Zendesk account. The rules screen reads the names of your ticket fields, forms, groups and brands so admins can pick them.
It changes a ticket only when an admin has set a tag on a tick item: ticking it adds that tag, unticking removes it.
Uninstalling the app removes its settings, including the rules.
Full details: https://marqueeapps.com/ticket-checklist/privacy.html
What it can't check
The app checks saves made by agents in Zendesk in a web browser. Changes made through the API, triggers and automations, other integrations or the mobile apps aren't checked.
About Marquee Apps
Marquee Apps makes small, focused apps that each do one job well. Questions or problems: Support@MarqueeApps.com.
Details zur App
Installationsanweisungen
- Install Ticket Checklist. You can restrict it to certain roles or groups on the install screen, or leave it on for all agents.
- As a Zendesk admin, open Ticket Checklist from the left navigation bar in the Agent Workspace, and click Add rule.
- For each rule, choose what must be done (a ticket field filled in, or an item the agent ticks), whether it should Warn or Block, when it is checked (every save, or only when saved with certain statuses), and, if you like, which forms, groups or brands it applies to.
That's it. Agents see the checklist in the ticket sidebar, and rules are checked every time a ticket is saved.
When rules change, agents get the new rules the next time they load or refresh Zendesk.
Agents don't see the navigation icon; only admins can change rules.
Need help? Email Support@MarqueeApps.com.
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