Adding help text or a checklist to the agent view

[Mara Julin]

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_]

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

[Mikael Sandberg]

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.