Checklists

My requirements are simple, and do not even go so far as to workflow.  

A simple to manage checklist that can be automatically created from a template for items that have repetative tasks. 

@patrick- Does creating a checklist automation not meet your needs? if THIS TICKET TYPE, then add CHECKLIST as tasks? If not, which part of it does not meet the need?

@Jeff/user-mention>/user-mention> It is difficult to manage the list of tasks. I would perfer an easy to manage interface for the checklist, something similar to what is used for categories would be ideal. Here is one example. I have an app used for a checklist of all items a PC tech needs to do to setup a PC; that is about 40 items. That list changes frequently, and is maintained by a Sysadmin. If they want to add or remove an item in FreshService they would have to go into the workflow and modify a workflow instead of just a list.

One task, with a list of checkboxes would be ideal for me.

Bump.  This seems like it should be a simple thing to implement and not at all the same as a child ticket or task.

I just found the most comprehensive description of why we need checklists.  It comes from an Airtable story.  Whilst the IT needs are not usually life-saving, it sure can reduce stress. Come on Freshservice, give us what we want! (please). The link to the article is at https://blog.airtable.com/cut-power-of-process/?utm_source=newsletter&utm_campaign=nov2019&utm_content=cutblog:

Rudy is a fan of Atul Gawande’s book, The Checklist Manifesto. In the book, author and surgeon Atul Gawande tells the story of a three-year old girl who was saved after drowning. The girl was unresponsive, showing no sign of life, for over an hour and a half. Yet a small team in a local hospital in the alps of Austria not only resuscitated the child, they did so in such an efficient manner that she eventually regained full health.

As Gawande explains, "To save this one child, scores of people had to carry out thousands of steps correctly." While each task required surgical skills, the necessity of following every step was literally a matter of life or death. "The degree of difficulty in any one of these steps is substantial. Then you must add the difficulties of orchestrating them in the right sequence, with nothing dropped."

This, for Gawande and for Rudy, is part of the power of a checklist. A checklist removes the burden of figuring out what’s sequential. It creates order and ensures nothing gets forgotten.

For very short sequence of steps, we build the checklist into the service item. This is not ideal.

For more comprehensive checklists (4-6 pages each), we create and maintain checklist templates in Word, print them out on paper when we have a set up job (imaging for instance). Once completed, we scan them thereby creating a PDF and save it to a team shared Dropbox account. We create the link from the PDF and place it in the SR for that job.

It's crude, wasteful, inefficient, a real time killer, but since checklists are not incorporated into Freshservice, it's the best we have given the limitations of Freshservice.

There's a irony to watching a recent Freshservice video that talks about how an agent takes 15 seconds to manually assign a field (hawking the Field Suggestion feature). Yet, we're burning minutes/hours/days that add up to weeks/months/years when a team of ten agents are trying to get their work done with crude workarounds for comprehensive checklists that are UBIQUITOUS in IT. :)

I completely agree with Donna,  If this can't be incorporated in Freshservice at all levels, can't we at least have 3rd party app integration for this?  Pretty much everything we do in IT support requires a checklist to accomplish quickly and produce the same result every time. Come on Freshworks, you have great products, can't you just do this to massively improve our Freshservice experience (which is already awesome, by the way).

Thanks,

Shaun

Bump

A checklist option in not only ticket replies, but ticket templates should be at the top of your guys' list at Freshdesk.  It would save cumbersome work arounds like sharing One Notes that include checklists to track progress.  My manager would have to click on the link and view the One Note, not to mention maintaining templates in One Note.  Nobody wants that.  Everybody wants checklists.

Jerome