Often your agents will need to perform a series of tasks - such as reproducing an error within 24 hours, or downloading issue logs - before they can resolve and close a ticket. Freshdesk allows agents to maintain a To-Do list within each ticket, to ensure that they don't miss out on any task. Once they're done with a task, it can be marked as completed. 


Agents can also maintain a personalized To-Do list of tasks on the dashboard. Unlike the To-Do list within each ticket, which any agent who has access to the ticket can view, the To-Do list on your dashboard is visible only to you. 


  A quick guide for creating and accessing the to-do list within the ticket
  • Click on any ticket from the Ticket List view page or Dashboard to see its details.
  • Click on To Do.



  • Type the entry in the text box under Tickets To-Do and press Enter; the entry will be added to this particular ticket.
  • You can edit or delete a particular task entry by clicking on Edit or Delete.
  • Once you've finished a particular task, select the checkbox next to it to mark it as done.


A quick guide for creating and accessing the To-Dos from the Dashboard
  • On the Dashboard, enter a task into the text box shown under Add a to-do and press Enter.

  • The entry will be added to the list of to-dos in the helpdesk, which is displayed on the Dashboard.
  • You can edit or delete a particular task entry by clicking on Edit or Delete.
  • Once you've finished a particular task, select the checkbox next to it to mark it as done

  • Note: If the to-do task is created from within a ticket, the task is linked to the corresponding ticket in the Dashboard's To-Do list. Tasks created directly from the dashboard are not linked to tickets.

Often your agents will need to perform a series of tasks, such as reproduce an error within 24 hours, or download issue logs, before they can resolve and close a ticket. Freshdesk allows agents to maintain a To-Do list within each ticket and ensure they do not miss out on any task. Once a task is completed, it can be crossed and marked as completed. 

Agents can also maintain a personalized To-Do list of tasks on the dashboard. Unlike the To-Do list within each ticket, which any agent who has access to the ticket can view, the To-Do list on your dashboard is visible only to you. 



   
Quick Guide for creating and accessing the to-do list within the ticket
  • Click on any ticket from the dashboard or the ticket list to see its details.
  • Select the To Do option from the right side menu
  • Type the entry in the Add To Do text box under Tickets To-Do and press Enter
  • The entry gets added to the list of to-do for this particular ticket
  • You can delete a particular task entry by clicking on the Delete icon next to it. 
  • Once you have finished a particular task, select the checkbox next to it to mark it as done.

Quick Guide for creating and accessing the To-Dos from the Dashboard

  • Go to Dashboard tab in your support portal.
  • Type the entry in the text box shown under To-Do and press Enter.
  • The entry gets added to the list.
  • The complete list of to-dos in the helpdesk is displayed on the right side of the Dashboard.
  • You can delete an entry by clicking the Delete icon, or mark an activity as done by selecting the corresponding check box

  • Note: If the to-do task is created from within a ticket, the task is linked to the corresponding ticket in the Dashboard's To-Do list. Tasks created directly from the dashboard are not linked to tickets.