HubSpot Ideas


Provide the ability to have nested ticket checklists

  1. The recommended feature would assist service / support teams complete checklists BEFORE signing off on a ticket
  2. the GOAL is to make sure nothing is missed before the ticket is closed
  3. reduced rework and greater customer satisfaction (less chance of error)

Examples: a checklist of value added task that gives options which create additional checklists 

Tier 1 examples: New employee, Exiting employee, Data import ...

Tier 2 examples for "New employee" selection:

- laptop setup

- phone setup

- email login

- security code

- etc


1 Reply

We try to workaround project phases via ticket pipeline, and certain stages require our team to fulfill certain tasks. Hence, a nested checklist that starts via automation whenever a ticket changes its stage was so helpful.