Tasks & Subtickets App

The Zendesk Tasks & Subtickets app (previously known as the Tasks app or the Task List app) is a productivity tool designed to help agents and teams manage complex workflows within Zendesk Support tickets. It allows users to break down ticket-related work into smaller, actionable steps (tasks), which can be tracked and completed directly from within the ticket interface.

Using the Tasks app can be the best way to manage subtickets in Zendesk!

• It’s easy to create, reorder and complete tasks on the fly.
• For lists of tasks you use all the time, you can save them for reuse.
• You can even have tasks added to tickets automatically.

For more complicated workflows, you can...

• Convert tasks into sub-tickets (aka child tickets), which allows you to assign different tasks across your team.  
• Split out matters that require separate conversations with people or organisations other than the original requester, while still keeping the tickets and tasks linked to the main project.
• If you already know the contents of a sub-ticket, you can pre-define them using 'Ticket Templates'. This allows you to specify things like the subject, description, assignee, etc. and any information that you'd like to copy from the parent ticket at the point it is created.

Key Features of the Task & Subtickets App

1. Create and Manage Tasks Within Tickets
   • Agents can add tasks directly to a ticket.
   • Each task includes a title and an optional description.
   • Tasks are visible in the sidebar of the ticket.
2. Track Completion Status
   • Tasks have checkboxes for easy marking as complete/incomplete.
   • Completed tasks can be hidden or shown based on preference.
3. Task Persistence
   • Tasks are saved with the ticket and are visible to all agents with access.
   • Useful for handoffs and team collaboration, as tasks remain even when the ticket changes assignee.
4. Reordering and Editing
   • Tasks can be reordered by drag-and-drop to match changing priorities.
   • Existing tasks can be edited or removed easily.
5. Collaborative Use
   • Multiple agents working on a ticket can see, update, and complete tasks.
   • Useful for teams managing workflows across departments (e.g., onboarding, approvals, or escalations).
6. Permission Settings
   • Admins can configure the app’s behaviour and control who can create or manage tasks (depending on role or group).
7. Integration with Zendesk UI
   • The app appears in the ticket sidebar, providing an integrated experience without needing to leave the ticket interface.

Common Use Cases

• Employee onboarding/offboarding checklists
• Bug triage steps
• Approval workflows
• Incident response procedures
• Customer implementation milestones

Setup

• The Task List app must be installed from the Zendesk Marketplace.
• It may require admin permissions to configure.
• Tasks are stored as ticket data, not external objects, so they remain part of the ticket history.

For additional information on the Tasks & Subtickets app, please review the following Zendesk Marketplace article: Tasks and Subtickets or watch the overview video on YouTube.