Improvements to the end-user experience submitting and viewing requests in Help Center Follow

In the past months we’ve rolled out a number of improvements to end-user submission, viewing and management of requests on Help Center. We’ve included them in release notes, but we wanted to compile them into an announcement to create more awareness.

Submit a request

We now include inline errors on the “Submit a Request” web ticket form.

 

Note: Signed-in end-users can add CCs to new and existing requests. Learn more.

View & Manage requests

  • End-users can sort requests by “created at” and “updated at” on the request page in "My Activities". This is available on all standard themes. If you have a custom theme, you'll need to add the curlybar helper to your theme to benefit from the functionality. Learn more.
  • When an end-user submits a comment in the Help Center ticket view the user is redirected to the last page of comments and not the first page. This makes navigation easier when there are multiple pages of comments on a single ticket. The previous behavior redirected users to the first page of comments. This change has been released to all themes.
  • End-users can mark a tickets as solved in “My activities” without including a comment. This change has been released to all themes.
  • Follow-up requests show a link to the parent request. This is available on all standard themes. If you have a custom theme, you can add the curlybar helper to your theme to benefit from the functionality. Learn more.

Have more questions? Submit a request

Comments

  • 0

    I dont see anywhere in this documentation where it shows how to setup "inline errors" on web ticket forms. However its the first section of this article. Am i missing something?

  • 0

    Hi Tim!

    The inline errors should be available automatically. You don't need to do anything special for it to start working.

  • 0

    Thanks for the update. I guess this is for any newly created fields since our instance isnt showing the errors.

  • 0

    I see the errors now. I didnt know that you had to submit the form to see the errors

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