The checklist functionality within tickets is a way to supercharge technician efficiency. When tickets are sent to a supported PSA, they will populate the appropriate area for checklists/tasks/to-dos.
This ensures that ticket resolutions are handled in the same way so that the newest member of the team follows the same process that the senior-most member would. Additionally, documenting steps to resolve and address tickets ensures consistency and makes it difficult to miss critical steps.
This checklist is not shown to the end-user. It is solely for the Partner.
Below is an example of a ticket checklist on the CloudRadial side:
And, here is the checklist from within ConnectWise: