How to create a Checklist within a Ticket Type

Using Ticket Type Custom Fields to create a Checklist for Agents

Some ticket types, like new hire onboarding for example, require a checklist of actions to be completed before the new hire onboarding ticket type can be closed. You can use the custom field properties to create a checklist that will be visible to agent only in the details sidebar of the conversation.

Creating the Checklist within the Ticket Type

• Create a new custom field with the type of "Label" to specify the name of the checklist
• Add subsequent custom checkbox fields with the checklist items required for the ticket type
• Make sure the checklist isn't a required field or visible to the submitter by de-selecting the question mark and eyeball icons on the custom field