Question
How can I add content to the Help Center Request list page activities?
Answer
End users can track their support requests in their user profiles under My activities > Requests. You display additional ticket properties on this page using the Zendesk Guide templating language, Curlybars.
By default, end users see the Subject, Ticket ID, Created, Last activity, and Status of a ticket when viewing their requests:
Selecting properties to display
Since the table we're modifying is created with the request object, you can use any of the request object properties to add to the table. A list of the properties and their descriptions is available in our API documentation. Currently, you are not able to update the Activities List table with custom fields.
If you want to add Priority or Type, make sure they're set to be visible to end users.
Editing the Help Center code
Once you decided on which request object properties you want to display, edit the Help Center code. In this example, we're going to use Priority.
Note: You might notice that existing table data uses translation helpers, such as {{t 'status'}}. For simplicity's sake, we're not going to use them in this example. You can learn more about them in our developer documentation .
- In the Help Center, edit your theme code. For more information on how to edit a Help Center theme, visit Customizing your Help Center theme.
- Select the requests_page.hbs template to modify.
- Locate the activities table in the HTML. Each column has a table header (<th>) and also a corresponding data row (<td>) to display the actual content.
Table Header:
Table Data: - Add a header row in the appropriate place. I've decided to put the new column last, so I added the header tag and column name after the Status header:
Which then adds the header (without content) to the Activity List table: -
Add a data row to display the data. Make sure to place the table data in the correct order -- in this case, following the existing Status column.
-
Enter your request object property in the data row you created. In this case, we're using priority_name.
Which then shows the applicable Priority if it exists in the ticket: - To apply and view your changes, click Publish.
62 Comments
I created a custom Ticket Field named "Ticket Status". In this field, I have drop-down options (e.g.- Received, In Development, In Production, Live, Closed, etc.). I am having trouble getting that to show up on a column. Any help would be immensely appreciated.
Hi Miguel,
Currently there is no way to include custom fields in your table using our helpers.
Oh no, that is a huge huge huge huge issue for us.
Hey Miguel, that seems doable via ZD API call.
Documentation: https://developer.zendesk.com/rest_api/docs/core/tickets#show-ticket
I see that it's not possible to add a custom field property as a column, but can we use a custom field as a sort-by filter?
Hi!
I'm actually looking to remove information from the requests page. We are disabling email ticket creation and I am using the workaround where tickets are still created, but they are auto-closed and people get a message from Zendesk. This however still does make these tickets visible on the My Activities page.
I would like to remove these tickets that are created wrongfully by email from the My Activities page.
Please advice!
Mirjam
Hello Laura or Whoever is monitoring this thread,
Inability to add a custom field as a column to the ticket grid under My activities/Org Requests may actually become a show stopper for us. Some of our bigger customers need to be able to filter the list of tickets by specific ticket attributes. We are in the process of merging with a bigger company and have an opportunity to expand ZD footprint, but this may stop us from being able to do so. We are competing with SalesForce, which is able to display various case filters to end-users. I definitely feel strongly about ZD being the right solution for us, but it's hard for me to prove this point internally if we are not able to display some custom ticket attributes in the ticket grid to our biggest customers.
Could you help me win this battle please? Is it ABSOLUTELY impossible to add a custom ticket field to the ticket grid under Org Requests? I think it would make most sense to allow us to create a Ticket View that would be used by Guide to display ticket grids. I realize it may be easier said than done, so I am open to any other suggestion you may have. Please Help!
How is adding custom ticket fields in the activity table STILL not resolved. The first comment in this article asks for it 3 years ago and it is the same thing everyone posts all the time. Do your product managers even review what customers are asking for?
+1 Mark - I can't see what the Product Managers are working on as a lot of basic functionality seems to be missing from Zendesk...
Mark -
Our product managers review requests in our product feedback forums that receive a high number of votes and comments. They can't always respond, and can't always build everything that everyone asks for, but they do take the feedback that gets shared in those topics into account when working on solutions.
Has this been posted in the Products Feedback Forum??
let's all vote on it please ;-)
We need to display custom fields here too!
Hey @Joey Angeja does your code for displaying the assignee still work for you?
I tried implementing it on our end but it doesn't seem to be working...
<td> directive no longer in the form, tried the following and the header appears but no Priority, please help.
<th>{{t 'priority'}}</th>
<span class="meta-data">#{{priority}}</span>
Thank you,
Bill, Lumeta FireMon
Hello Bill,
I'm not sure if I get your question, but I tried the instructions in the article and it worked for me.
When editing (an unmodified) 'requests_page.hbs' I've added on line 76 (right after the closing 'th' of the status header):
Then on line 117 (right after the closing 'td' of the status colum) I've added:
That did the trick for me!
While we find "My Requests" and "CC'd" useful, what I'd like to create is an additional option for "Tickets I'm Assigned To". I this possible to build out? We're planning on the help centre being useful for both end-users and agents.
Please help!
Hi bhamilton -
If you have development resources, it may be possible, however, it's not a setting that is native to the platform. You could pose this question in the Guide Themes Customization topic in the community to see if any of the users or moderators there could help you out with the custom code required.
Hi Folks,
Has anybody tried adding the ticket assignee to the Requests page ? Assignee doesn't appear in the request object.
Thanks
Lohith S
Hi Lohith,
I was able to check internally and it doesn't look like the ticket assignee object is available on the request_list template.
If this is something you're interested in then I would recommend creating a post in our Guide Product Feedback forum to help provide visibility to our Product Managers as well as other users in need of a similar functionality.
Thanks!
Guys let's all vote this one: https://support.zendesk.com/hc/en-us/community/posts/360032045433-My-Activities-Customer-View-Improvements
Thanks for sharing this Julien!
So, am I understanding this correctly. Not all the helpers can be used on the different pages, example being {{ t group}}, this is on the helpers page but not the Request Object list. Is there any way to show the ticket group on the requests list page? This seems like something an end user would like to know, especially if you have multiple groups that tickets go through in their lifespan.
Thanks,
Jason Fouchier
Hello Jason,
I think most helpers (if not all) are avaible on every page, but not all data is available on every page.
t is the translation helper as described here:
https://developer.zendesk.com/apps/docs/help-center-templates/helpers#t-translation-helper
It seems that the group object is available on the request page:
https://developer.zendesk.com/apps/docs/help-center-templates/request_page
Anyway you can use:
But it will give you a translated text (Group in English).
I'm not sure why this doesn't work though:
I'll try to figure it out and get back to you!
With kind regards,
Sebastiaan
Sparkly ⭐
Hey Sebastiaan,
Thanks, for the helpful response. When I use {{t 'group'}} I get the error that group doesn't exist, I think this is because the data via that helper is not available on the requests list page. If this is the case, is there any way to get that data to show on the request list page? This is fundamental to a project I am working on and the group and requester are the last two fields I need to get data from. I also ran into an issue with {{t 'requester'}} where it tells me that requester must be allowed as helper or leaf even though it is used in the requests list page.
Thanks,
Jason Fouchier
I've got it working using the example of adding the "priority" column. However, now I would to give the end-user the ability to sort all of the tickets by the new priority column I've just added.
Is this possible? Currently the new column is greyed out and not sortable.
Hello Jason,
I've mixed some things up, your question was about the requests list page and I was looking at the request page (single request). On the requests list page the group object isn't available... Sorry for the confusion!
With kind regards,
Sebastiaan
Sparkly ⭐
P.S.
You can post a feature request here and see if you can find enough supporters.
Hi - Any update on being able to add in custom fields to the activity list? This is really critical for customer usability.
Hi Chrissy,
There are not any changes to the My Activities view currently on the road map. I do see a feature request thread here that hasn't had a lot of movement from our customers, adding your use case to it would give it a bump.
Hey Chrissy,
To do this, I had to use custom code and API calls as this is not on the current road map. This is the community post that helped me sort out the issue - Enable custom ticket field columns to be added to the request table in Help Center my activities page
Thanks,
Jason
Is there a way to add the assignee.name to My Activities -> My requests page? requests_page.hbs
Hey Edward,
It looks like Joey offered a solution here for adding the ticket assignee to the request page.
I hope this helps!
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