Workflow: How to add content to the Customer Portal in the help center

Add extra ticket properties to the help center requests page with the Zendesk templating language, Curlybars, to enhance the customer experience.

End users can track their support requests in their user profiles under My activities > Requests. By default, end users see the Subject, Ticket ID, Created, Last activity, and Status of a ticket when viewing their requests:

Adding additional content to this page involves two steps:

• Step 1: Select properties to display
• Step 2: Edit the help center code

Step 1: Select properties to display

Since the table you're modifying uses the request object, you can add any request object properties. Find a list of properties and their descriptions in the API documentation. You can't update the Activities List table with custom fields. Compile a list of property names to add to the requests page. You'll need this in the next step.

If you want to add Priority or Type, make sure they're set to be visible to end-users.

Step 2: Edit the help center code

Decide which request object properties to display, then edit the help center code. This example uses Priority.

Note: Existing table data uses translation helpers, such as {{t 'status'}}. For simplicity, this workflow doesn't use such helpers. For more information, see the developer documentation.

To edit the help center theme

1. Edit the code of your help center theme
2. Select the requests_page.hbs template to modify
3. 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:
   
4. Add a header row in the appropriate place. In this example, to place the new column last, add the header tag and column name after the Status header:
   
   Which then adds the header, without content, to the Activity List table:
   

5. Add a data row to display the data. Place the table data in the correct order. In this case, following the existing Status column.

6. Enter your request object property in the data row you created. In this case, priority_name.
   
   Which then shows the applicable Priority if it exists in the ticket:

   

7. To apply and view your changes, click Publish

For more information, see the article: Submitting and tracking requests in the help center Customer Portal.