Lists is another organizational structure in Deskpro that lets you build List queries using FQL, but Lists also have a convenient filtering panel that lets you generate queries via intuitive dropdowns.

Clicking on the dropdown in the Navigation Panel you can move to the Lists section.

Create and save Lists that you can go back to them at anytime, providing another re-usable way of filtering tickets with specific criteria. Lists can be created by Agents and Admins.

When you first log into Deskpro there will be 5 default Lists:

• Resolved - Tickets in the resolved status

• Archived - Tickets that you've archived

• Recycle Bin - Tickets that have been deleted

• Spam - Tickets that have been marked as spam

• All Open - All the open tickets in the helpdesk

Creating Lists

Lists can be created by Admins at a global level, when these are added they will show up in the Navigation Panel under the Global Lists header. Or for specific teams which would show up under the Team header.

To create a new List, click the field in the Navigation Panel with a pen that says New List:

This will open a blank view panel and a filter panel on the right hand side:

You can create a query in two ways:

1. Using the filter

2. Using FQL

Filter

To create a List using the filter, you simply select the fields you want to create the query with and select from the intuitive is/is not dropdowns.

As you select options, the ticket lists will generate in real-time. See in the example below, selecting Ticket status that Is in Awaiting Agent generates a list of all tickets in the helpdesk that are in Awaiting Agent.

If you wanted to generate a list of all the tickets that are in Awaiting Agent where the assigned agent is Sherlock Holmes you would choose Sherlock Holmes from the dropdown on Assigned Agent.

To then save this list, you would go back to the Navigation Panel, name the list, and click Save. This will save the list into the mine section of your lists:

Once the List is saved, you can click on it to pull up a list of all tickets matching the query you created.

Using FQL

You can also create Lists by typing FQL into the search bar to construct a query. To do this you need to close the Lists filter using the Filter + symbol in the top right of the interface:

Once you've done this you will be able to click into the search bar and type your query directly.

You can find a detailed guide to using FQL here which we would advise you to read through and refer back to as needed.

At a simple level, to construct a query you will need to define:

1. What you want to search e.g. Tickets created by an organization.

2. The parameters for that search e.g. Tickets created specifically by users with the Organization with the name Energy.io.

In this instance that would look like:

ticket.organization IN ('1')
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Because the organization Energy.io has the ID number 1. So we are specifying we want to search for user tickets based on the Organization they are associated with.

Then specifying an argument with the 'IN' operator as to which tickets the Organization should be associated with. Once you've generated the list this is saved in the same way.

You can find all the fields that are available for basing your searches on in the FQL Field Reference.

You can return to the filter query generator by clicking on the bin icon, and you can access Help Documentation for using FQL with the ? icon.

Managing Lists

If you wish to clear the parameters of your query, do this with the Clear button for the filter panel, or the Cross X when using FQL.

Renaming and Deleting Searches

When you hover over a List in the Mine section this will show a modal where you can edit its properties.

Click Rename to change the name of the query to something more useful:

You can also select the garbage icon to delete the search.

If you're an Admin, you can also change the List to a Team or a Global List.