Question 1

What are Lists in Deskhero?

Accepted Answer

Lists are custom data tables you build yourself: you define the columns (fields) and then add entries. Use them to store any structured data alongside your support work. Each list has its own fields, group-based permissions, search and Excel export. Selection fields elsewhere in Deskhero can also use a list as their source of options.

Question 2

Where do I find Lists?

Accepted Answer

Click "Lists" in the side navigation. The header lets you switch between "Custom lists" (lists your team created) and "System lists" (built-in lists maintained by Deskhero). Click a list's name to open its entries.

Question 3

What are system lists?

Accepted Answer

System lists are built-in lists that Deskhero itself uses for platform data, such as tags and ticket statuses, priorities and types. They appear under "System lists" in the Lists header for users with the Owner or Admin role. Unlike custom lists, their structure cannot be changed. The "Edit List" option is not available for them.

Question 4

Who can create a list?

Accepted Answer

Only users with the Owner or Admin role can create lists; for other users the "Create List" button responds with "Not enough rights to do that". Regular users can still open lists and work with entries, depending on the access their groups were given on each list.

Question 5

How do I create a list?

Accepted Answer

1) Open "Lists" in the side navigation. 2) Click "Create List". 3) Enter a name and pick the group(s) that get access. 4) Click "Add field +" and select existing fields or create new ones. At least one field is required. 5) Optionally open Advanced settings to adjust the Custom URL and each group's editing right. 6) Click "Create list". Creating lists requires the Owner or Admin role.

Question 6

What are list fields?

Accepted Answer

Fields are the columns of your list. When building a list, the "Your fields" dialog shows the reusable fields in your workspace. You can filter them (favorites, system fields or showing all), search, and tick the ones you need, or click "Create new field" to make a new one. The same field can be reused across lists.

Question 7

What field types can a list have?

Accepted Answer

Field types are grouped into Text, Number, Date, Selection, File Upload and On/Off. Number fields can have min and max values and allow decimals or not; date fields can be date-only or date and time; selection fields offer a single choice ("Pick One") or multiple choices via "Allow multiple selection" ("Pick Many"); file fields hold attachments or images; On/Off fields are a simple switch.

Question 8

Can I make a list field required or unique?

Accepted Answer

Yes. In the list builder, each selected field has "Required" and "Unique" toggles. Required fields must be filled in when creating an entry. They are marked with an asterisk in the entry form. "Unique" marks the field as a unique identifier for the list's entries.

Question 9

Can I change the order of the fields in a list?

Accepted Answer

Yes. In the list builder (when creating or editing a list), drag a field and drop it where you want it. The saved order determines how the fields appear when working with entries.

Question 10

What is the Custom URL when creating a list?

Accepted Answer

The Custom URL is the unique key that identifies the list in web addresses. Your list opens at a URL ending in that key. It is generated automatically from the list name as you type, and you can change it under Advanced settings. It is required ("Unique key is required").

Question 11

How do list permissions work?

Accepted Answer

Each list is shared with one or more groups, and each group gets an editing right: READ, EDIT or FULL. At least one group must have FULL access. Otherwise you get the error "At least one group must have full access". Set the level per group under "Editing right" in the list's Advanced settings; the hint reads "Give each group the specific access level".

Question 12

How do I edit a list's structure after creating it?

Accepted Answer

1) Open the list from the Lists page. 2) Open the options menu (the "..." icon) in the header. 3) Choose "Edit List". 4) Change the name, groups, fields or Custom URL. 5) Click "Update list". Editing a list requires the Owner or Admin role, and system lists cannot be edited.

Question 13

How do I add an entry to a list?

Accepted Answer

1) Open the list from the Lists page. 2) Click the new-entry icon next to the search box in the header (or the "Add list entry" button shown when the list is empty). 3) Fill in the list's fields, where required fields are marked with an asterisk. 4) Click "Create entry". A confirmation appears: "List entry added successfully".

Question 14

How do I edit a list entry?

Accepted Answer

Open the list and click the edit button on the entry's row to open the "Edit entry" dialog, change the values and click "Edit entry" to save. You get the confirmation "List entry modified successfully". The dialog also shows who created the entry and who last updated it, with timestamps.

Question 15

How do I delete a list entry?

Accepted Answer

Open the list and click the delete button on the entry's row, then confirm. The warning reads: "Are you sure you want to delete this item? This action cannot be undone." You can also delete from inside the entry's edit dialog via its "Delete" action.

Question 16

Can I export a list to Excel?

Accepted Answer

Yes. Open the list, click the options menu (the "..." icon) in the header and choose "Export to Excel". Deskhero downloads an Excel file containing all of the list's entries.

Question 17

Can I import list entries from a file?

Accepted Answer

There is currently no import option on the list pages. Entries are added through the "Create entry" form one at a time. If you need to load a larger dataset, contact Deskhero to discuss options.

Question 18

How do I search within a list?

Accepted Answer

Open the list and click the search icon in the header, then type your term. The entries table filters to matching entries. The Lists overview page has the same search for finding a list, and the global search in the top bar includes a "Lists items" section in its results.

Question 19

Can a selection field use a list as its options?

Accepted Answer

Yes. When creating a Selection field, switch from "Use basic options" to "Use list as options", then choose the list and which of its text fields supplies the option values. The selection field's choices then come from that list's entries, so updating the list updates the available options.

Question 20

How do I share a link to a list or a list entry?

Accepted Answer

For a list: open it, click the options menu (the "..." icon) in the header and choose "Copy Link". The list's URL is copied to your clipboard. For a single entry: open the entry and click the link icon in its dialog to copy the direct URL. Recipients need access to your workspace and to a group with rights on the list.

Lists

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