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Checklists as Workflow triggers

Related products:Freshservice
  • Aug 11, 2026 6:24 AM UTC
  • 2 replies
  • 34 views
Skilled Expert
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Hi all,

I’ve recently tried using the (somewhat) newly added checklists but right now they are still quite limited.

For example: We currently have a workflow that creates one task after the other if hardware is requested with each task being a “to-do” for our service desk (such as: planning the hardware, preparing the hardware, handover...)

When I saw that checklists were added I immediately thought that that could be used to replace said workflow. But so far the checklists are pretty much just “decorative” and don’t have any further use other than listing the tasks to fulfill the service request.

Therefore I would suggest adding a workflow trigger like “Checklist is completed” or the other way around (Workflow ends and adds specific checklist to service item)

What do you think about this? I would love to get some insights of how you use the checklists.

2 replies

kpatterson
Top Contributor ⭐
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  • kpattersonTop Contributor ⭐
  • Top Contributor ⭐
  • Sep 8, 2026 8:15 PM UTC

There should be the ability to make checklist items mandatory and the ticket unable to be closed until those items are complete.   Until that point, I agree, they are purely decorative.

    S Prakash
    Community Manager
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    • S PrakashCommunity Manager
    • Community Manager
    • Sep 29, 2026 4:05 AM UTC

    Hi Prescher,

    Thank you for sharing your detailed feedback and the use case.

    We understand how you’re looking to use Checklists to replace the existing workflow that creates sequential tasks for different stages of a hardware request. We also understand your requirement to have Checklists interact with Workflow Automator rather than being used only as a task-tracking reference.

    We’ll raise this requirement with our Product Team as an enhancement request, specifically to consider introducing a workflow trigger such as “Checklist is completed”, as well as the possibility of allowing workflows to add a predefined Checklist to a service item.

    We appreciate you taking the time to share this feedback with us.

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