New in Client Connect: Worklists to Plan Your Website Work and Send It as a Ticket

Every business with a website has a list. It might live in a notebook, an email to yourself, or the back of your mind: the photo gallery you would like, the opening hours that need updating, the page that is out of date. The trouble is, ideas rarely arrive at the moment you are ready to ask for them to be done, and a long email of "while you are in there" requests is hard to track for you and for us.

Worklists is our answer. It is a new feature in Client Connect, our customer portal, that went live on 3 November 2026 following feedback from our customers, and it is where you can collect the ideas and tasks you would like us to work on, organise them, and turn them into a helpdesk ticket in a couple of clicks when you are ready. You can open it at any time at Worklists in Client Connect, and our step-by-step Worklists help article covers every button.

What is Worklists?

Worklists is a shared notepad for the work you want us to do on your website, support, SEO agreement, hosting and email. Use it for anything that is not ready to be a ticket yet, or that you simply want to organise before you ask us to act.

A few things worth knowing:

• Lists belong to your whole account. Everyone who signs in for your organisation sees and edits the same lists, so a colleague can add an idea and you will see it.
• Adding an item does not notify us. Items are for your own planning until you raise a ticket or link one, so there is no pressure to word things perfectly.
• Nothing is lost on the way to a ticket. When you send items to us, the ticket stays linked to the items it came from.

Ways to use Worklists

Worklists suits any business that tends to think of changes in bits and pieces. Some ideas:

• A running list for the next round of changes. Keep a list called "Website 2027", add items as they occur to you, and send them to us in one go instead of ten separate emails.
• Seasonal updates. Make a list for the things you change every year, such as Christmas opening hours, spring offers and holiday notices, and reuse it as a checklist.
• Several people, one list. A colleague who manages social media can add ideas for the website while you handle the accounts, and you can all see what is planned.
• Planning a bigger project. Park the "nice to have" ideas, mark the important ones as High priority, and decide with us what to tackle first.
• Keeping an eye on your SEO or support agreement. Keep a list for the work covered by your agreement and watch the progress bars as our team works through it.
• A record of what is done. Finished items stay on your list, struck through, so you can look back at what has changed.

Step by step: create a worklist and send it to us

Step 1: Create a list

1. Sign in to Client Connect and choose Worklists from the left-hand menu.
2. Click the + next to My lists.
3. Type a name, for example "Website 2027" or "Summer campaign", and choose Save.

Step 2: Add your items

1. With your list open, choose Add Item at the top right.
2. Type a short description of what you would like. This is the only required field.
3. Choose a category (Website, Support, SEO, Hosting / Email or Other) and a priority (Low, Medium, High or Nice to have).
4. If you have a date in mind, add it under Like it by. This is your wish, not a promise of a date, but it helps us plan.
5. Use Notes for context and examples, and Reference link for a website you like the look of.
6. Choose Add to List. Repeat for each idea.

The more detail you give now, the less we need to ask later, and the detail you add in Notes and Reference link goes into your ticket when you send the list.

Step 3: Tick the items you want us to act on

Tick the box at the left of each item you are ready for us to start on, or choose Select all to tick everything on screen. A bar appears at the bottom of the page. Anything you do not tick stays on your list for later.

Step 4: Raise a ticket

1. Choose Raise a Ticket in the bar at the bottom.
2. Check the ticket subject. It starts from your list name, and you can edit it to something clearer, such as "Website changes for January".
3. Check the numbered list of items included. Items already marked Done are left out automatically.
4. Choose Continue to New Ticket.

Step 5: Customise the ticket message before you send it

This is the step that makes Worklists more than a to-do list. You land on the normal new-ticket form with the subject and a numbered message already written from your items, including their category, notes and reference links. Nothing has been sent yet, so you can change anything.

Before you send it:

• Add your details. Fill in your name, email address and phone number.
• Add a short introduction at the top of the message. For example, tell us which item matters most, or whether the whole batch is needed before a launch date.
• Add detail under any item. Click into the message box and type beneath a numbered item: the exact wording you want, which page it belongs on, a price or an opening time.
• Remove or reorder anything you decide you do not want to send yet.
• Attach files with the attachment box, such as photos, a logo or a document, so everything we need is in one ticket.
• Do not put passwords in the message. If we need access to something, we will tell you a safe way to share it.

Then choose Submit Request.

Step 6: Follow it through

Once the ticket exists, it is linked to those items automatically. The link can take up to a minute to appear. If the ticket cannot be sent for any reason, nothing is linked, so you can simply try again.

Open any item to see the ticket it belongs to. From the ticket in the helpdesk, you will also see Linked from your Worklists, with a link straight back to the page. As our team works on your items, they record progress, estimated dates and who is looking after each one.

When our team increases the progress on one of your items, a notification appears in the bell at the top of the page, and when an item reaches 100% you will see "Worklist item complete". You can mark things done yourself too, with Mark done.

Already have a ticket open? Add your items to it

If you have already raised a ticket about the same piece of work, you do not need a new one. You can link your items, or a whole list, to the existing ticket instead:

1. Open the item and choose Link to ticket. To link several items, tick them and choose Link to ticket… in the bottom bar. To link the whole list, choose Link a ticket under the list tabs.
2. Search your tickets by subject or ticket number.
3. Click the ticket you want.

Linking connects your items to that ticket, so you can see them together, and you can link several items to one ticket or one list to several tickets. If you want to give us new information about the work, reply on the ticket in the usual way. If you link the wrong ticket, click the × on its label to unlink it, and you can undo that.

You only see details of tickets you have access to. If a ticket is linked but you do not have access to it, it appears as "Linked ticket (restricted)".

Tidying up

You can move items between lists, edit any item, park ideas you are not ready for, and filter by status or category. Deleting an item or a list shows an Undo message straight afterwards, so a slip of the mouse is easy to fix.

Try Worklists

Worklists is available now to Client Connect customers. Open Worklists in Client Connect and start your first list, and read the Worklists help article for the full tour, including moving items, managing lists and what each status means.

If you are not yet a Client Connect customer, get in touch and we will tell you how it works alongside our website support agreements.