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.
55 Comments
Works like a charm, added priority to the list screen.
Thanks
Craig
Is it possible to add custom fields?
Hi @Carsten - currently, the only properties that are available are listed in the documentation for the request object. If you have certain properties that you would like to be able to add, I would definitely post this in our Product Feedback Forums!
Is there a way to hide a column, for example, the "Last Activity" column? We do not want our customers to see how long we have not looked at the ticket for.
Thanks!
Hi @Alex! You can certainly remove a column (basically just doing the reverse of the steps above) so that you would remove both <th> and <td> for last activity. This would remove the content completely. Does that help?
Easy enough! Thanks!
Thanks for the info Laura, this is quite useful.
This article is really useful, thanks. Just to let you know that the link to 'our developer documentation.' in the "Editing the Help Center code" note is broken.
Thanks so much for the catch Ola; I've updated the link!
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?
Hi Brian! I'm glad that you found this article helpful! At this time, we don't have any ability to modify the Request List Page with custom fields through the Help Center or using the API. I know that this is something that there has been a lot of interest in, so I would definitely recommend adding your interest to this feature on our Product Feedback Forums!
Great article. Is there anyway that the end user can sort tickets by fields like Priority?
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?
Hey Bonnie,
Right now, the columns cannot be sorted on, with the exception of "Created at" and "Updated at". This sorting functionality was recently implemented, and you can read a bit more on the release notes found here.
As for further filtering, right now it is only possible for status, but on this post the discussion is pretty active between our product managers and our customers for what changes would be good to see, I definitely encourage you to read through that thread, and follow the post!
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.
Hi Damian - I'm going to create a ticket for you so we can discuss this further!
Is there a way to display a different priority name to the end user?
Something like: when priority_name = 'Urgent' display 'Priority 1'
Would be great if I could display the ticket's assigned group on the request list page. Did not find a way to do that unless I am missing something? Anyone have luck with this before?
Basically so a end user would be able to quickly tell if the ticket is assigned to the various departments we have setup as groups (Marketing, IT, HR).
Thanks!
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
My end-users are unable to view Requests at all under My activities.
Please advise.
Hey KimSia!
Can you go into a little more detail about what they're seeing? Are they not able to log in at all? Do they log in but their tickets aren't populated in the My Requests section? Is this happening for multiple users or just one?
We use the following to make the column sortable:
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.
Hey Isais -
It looks like you received a response to this question over on the other thread where you posted it. Welcome to the Zendesk Community!
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
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.
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.
@Joey
Were you ever able to work out how to show this data to end users?
Hi guys,
It seems the article is a little outdated...
Could you please update this article with the new theming experience?
Thanks!
Hi Kay -
What specifically are you finding seems out of date?
Please sign in to leave a comment.