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

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55 Comments

  • 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
  • Laura Hippert
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    Hi Miguel,

    Currently there is no way to include custom fields in your table using our helpers.

    -4
  • Miguel
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    Oh no, that is a huge huge huge huge issue for us.

    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
  • 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
  • Mirjam Happel
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    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

     

     

    0
  • 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!

    3
  • 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
  • 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
  • Nicole - Community Manager
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    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.

    0
  • Julien Van de Casteele
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    Has this been posted in the Products Feedback Forum??

     

    let's all vote on it please ;-) 

     

    We need to display custom fields here too!

    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
  • Bill Nemec
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    <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

    0
  • Sebastiaan Wijchers
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    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):

                <th>
    {{t 'priority'}}
    </th>

    Then on line 117 (right after the closing 'td' of the status colum) I've added:

                  <td>{{priority_name}}</td>

    That did the trick for me!

    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
  • Nicole - Community Manager
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    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.

    0
  • Lohith S
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    Hi Folks,

    Has anybody tried adding the ticket assignee to the Requests page ? Assignee doesn't appear in the request object.

    Thanks

    Lohith S

    0
  • Brett - Community Manager
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    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!

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

    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
  • Sebastiaan Wijchers
    Comment actions Permalink

    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:

    {{t 'group'}}

    But it will give you a translated text (Group in English).

    I'm not sure why this doesn't work though:

    {{group.name}}

    I'll try to figure it out and get back to you!

    With kind regards,

    Sebastiaan
    Sparkly ⭐

    0
  • Jason Fouchier
    Comment actions Permalink

    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

    0
  • Jon
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    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.

    0
  • Sebastiaan Wijchers
    Comment actions Permalink

    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.

    0

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