How can I add content to the Help Center Request list page activities?

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58 Comments

  • Carsten Falborg
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    Is it possible to add custom fields?

    5
  • Justin
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    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?

    4
  • Lena Borisenko
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    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!

    4
  • Steve Thompson
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    Great article.  Is there anyway that the end user can sort tickets by fields like Priority?

    3
  • Bonnie Schofield
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    I would also like to know if the columns can be sorted on? Also, only Status is able to be Filtered. Any chance we can add to that as well? 

    2
  • Stuart Buddrige
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    +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...

    2
  • Mark Adkins
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    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?

    2
  • Miguel
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    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. 

    1
  • Isaías Ramírez
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    I would like to know if it is possible to modify the Request List Page using Zendesk Api? What we are trying to do is to filter Request List Page table content by custom field in Request Object.

    1
  • Stewart
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    @Joey

    Were you ever able to work out how to show this data to end users?

    1
  • Joey Angeja
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    It would be very helpful to add assignee to the list of columns that the user sees. Our customers would like to sort by assignee to see who's working on what.

     

     

    1
  • Kay
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    Hi guys,

    It seems the article is a little outdated...

    Could you please update this article with the new theming experience?

    Thanks!

    1
  • Craig Willis
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    Works like a charm, added priority to the list screen. 

    Thanks

    Craig

    1
  • Ady Harold
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    For anyone else banging their head against the wall trying to sort columns, I've managed to hack this using https://kryogenix.org/code/browser/sorttable

    1
  • Joey Angeja
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    I created a work around to show the ticket assignee to the end user from the help center.

     

    You need to add these lines of code into the html template for request list page



    Later testing showed that this doesn't work due to the permission issues for end users.

    1
  • BrianCoppola
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    Hi Laura - Thanks for this example, very helpful.

    Regarding custom fields, would it be possible to add custom fields to the Request List Page and Request Page using the API?

    0
  • Damian Dabrowa
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    Hi Guys,

    I was wondering if your API is returning request priority for requests, user is CC'd on and organisation requests? They seem to not be present there. Over all great article.

    0
  • bhamilton
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    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!

    0
  • Vladan Jovic
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    Hey Miguel, that seems doable via ZD API call. 

    Documentation: https://developer.zendesk.com/rest_api/docs/core/tickets#show-ticket

     

    0
  • Julien Van de Casteele
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    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...

    0
  • Chrissy Chambers
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    Hi - Any update on being able to add in custom fields to the activity list? This is really critical for customer usability.

    0
  • Brett - Community Manager
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    Thanks for sharing this Julien!

    0
  • Jason Fouchier
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    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

    0
  • Jason Fouchier
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         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 

    0
  • Laura Hippert
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    Hi Conner - At this time only a certain list of objects can be used in this table, and the assigned group is not one of them. You can see the complete list at the following link:

    https://developer.zendesk.com/apps/docs/help-center-templates/objects#request-object

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  • Regan Perry
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    We use the following to make the column sortable: 

    0
  • Miguel
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    Oh no, that is a huge huge huge huge issue for us.

    0
  • Desiree
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    Is there a way to display a different priority name to the end user?

    Something like: when priority_name = 'Urgent' display 'Priority 1'

    0
  • Serge Payette
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    Thanks for the info Laura, this is quite useful.

    0

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