We are excited to launch of first Freshdesk application, Steps.
This is a free app that lets you predefine task lists for agents to complete to solve customer issues. The task lists can be conditional on the Type or Tags on the ticket, or can apply to all tickets. There are also task dependencies you can enable, meaning one task must be completed before the agent can tackle the next one.
Please give the app an install and test it out. We are excited for your feedback!