Support cases quickly become complex, especially in the HelpDesk. Several order numbers, different tracking links, technical references or internal references often belong to one and the same process. Classic user-defined fields quickly reach their limits here - for example with constructs such as order number 1, order number 2 or link 3. This is confusing and difficult to maintain.
The new list fields for user-defined fields in the HelpDesk solve precisely this problem. ✅
Texts as a list ✍️ clear and structured
User-defined fields can now be created as text lists. This allows any number of values to be entered cleanly in a single field, for example
- several order numbers for a support case 📦
- Reference or process numbers from external systems 🔢
- internal ticket or process IDs 🧾
Each entry remains separate, clear and can be expanded at any time - without any additional fields.
Collect links clearly in the HelpDesk 🔗
Lists of links are also available. Ideal for typical HelpDesk scenarios with many external reference points, for example:
- Package tracking links 🚚
- Marketplace or portal URLs 🛒
- Technical documentation or internal tools 🛠️
All links are recorded individually, can be clicked on immediately and are clearly assigned. Long, unstructured collections of links in text fields are now a thing of the past.
Fewer fields, more overview in day-to-day support 🧠
The biggest advantage in the HelpDesk: Complex cases remain clear without the number of user-defined fields exploding. Instead of artificial field cascades, there is exactly one field - with any number of entries.
Conclusion 🎯
Text and link lists make user-defined fields in the HelpDesk much more flexible and practical. This feature provides more structure, better readability and less maintenance work, especially for complex, technical or multi-level support cases.
The new list fields are now available in the field settings and can be activated there directly for user-defined fields. This allows complex support cases to be mapped in a more structured and low-maintenance way.
A small feature, but with noticeable added value in everyday HelpDesk work.