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

You can create and save Lists from both the agent and admin interfaces, but only admins can manage permissions.

You access Lists by going to Business Rules > Ticket Lists

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

To edit a List click on it, this will open the drawer from here you can change:

• Name

• Permissions

• Search Query

You can determine who can use each list by making it Global, Team specific, or Agent specific: