New Enhancement: Helpdesk Ticket Checklists

Helpdesk Ticket Checklists

We have just released two new enhancements in your favorite Merchant Services CRM, enabling users to add comments in Helpdesk Ticket Checklists and to reorder the checklist items.


A Helpdesk Checklist consists of one or more tasks that need to be completed before a helpdesk ticket can be changed to a Resolved status.

Each checklist item contains short instructions for the user and optionally requires the user to upload a supporting file or add a comment in order to check the item off.


By adding checklists to different types of tickets, you can streamline your support workflows and ensure that your support staff follows all of the steps needed in order to resolve different types of tickets.


Let’s take a closer look at how the Helpdesk Checklist works including the new enhancements.


Creating A Checklist

To add a checklist to a ticket type open the Manage Ticket Types page (Manage > Administration > Helpdesk > Ticket Types) and click on the Edit button for the type that you wish to edit:


Manage Ticket Types


A popup window will appear where you can configure your new ticket type:


Edit Type


To add a new item to the checklist click the Add New List Item button, enter a short item description, upload a supporting file (optional), and select the item completion rules:


Add New List Item


Here are the explanations of the item completion rules:

  • Comment Required to Create Ticket — Select this setting if you want the user to type a comment in the item before they are able to create the ticket.
  • Comment Required to Complete Item — Select this setting if you want the user to add a comment when the item is completed.
  • Item Required to Create Ticket — Select this setting if you want the user to perform a specific action before the new ticket is created.
  • File Required to Complete Item — Select this setting if you want the user to upload a file to the ticket item according to the instructions in the item description. The user will only be able to check the item off after the file has been uploaded.


As you add multiple items to the checklist you can reorder them by dragging and dropping an item into its new position on the checklist:


Checklist screen


After you’ve saved your checklist, new tickets created with that ticket type will now show the new checklist at the bottom of the ticket dialog.

Checklist items shown with a red asterisk will need to be completed before the ticket is created (the Add Ticket button will be greyed out till then):


Add ticket


After a new ticket is added the checklist will be displayed on the ticket page where it can be updated as the ticket is being worked on:


Checklist Completion


Whenever a checklist item is checked off by a user the information will be saved in the Comments section on the ticket:




We hope you’ll enjoy using the new enhancements.


Stay tuned for more exciting news and updates coming soon!


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