Adding help text or a checklist to the agent view

Question

We are standing up a new service desk system, and it would be helpful if we can add general notes, help text, or a check-list to support our agents and the actions they are supposed to take in the system as they are getting used it it.

Is this possible?

Jack Hunter _HeroCoders_ · Answer

You can also try Marketplace apps. There are plenty of free options available.

Mikael Sandberg · Answer

Yes, this is possible and you have two options. The first one is to use automation to add an internal comment with instructions. The second option would be to create a form that you attach to the request. The second option allows you to add a more formalized checklist.