Question
I have custom fields on my Submit a Request form that I would like to display in the table shown to my end users via the My activities option in the Help Center. Is it possible to include a custom field as a column on this table?
Answer
Yes, you can display custom ticket fields to end-user within the portal using the new request list experience. You can see the announcement of this new feature here.
For more information on getting started with the Open Beta, see the article: Using the new request list experience in the help center customer portal (Beta).
9 Comments
It would be nice to have the ability to control the view your customer(s) see. The ability to create and modify views is already standard functionality. I understand you don't want your customer (end-user) creating their own views. The requirement to support at least one end-user view seems like a very reasonable request for improvement to this system.
For example, Priority. The end-user should be able to sort and identify open tickets by priority, without having to open each ticket.
This would be great, including custom fields. The option to export the list would be helpful too and was a surprising omission.
Pretty wild that Zendesk uses custom fields in their own portal, but doesn't support it outright. Weird.
You can add a field to the existing view - However, you need to modify the code - there is an article on Zendesk that explains how
John DiGregorio can you provide a link to this article, I can't see any way of adding a custom field to the portal request list (requests_page.hbs), only the fields listed in this article.
Looks like this is on the roadmap in this post
Here is the link I found:
https://support.zendesk.com/hc/en-us/articles/4408821681050-How-can-I-add-content-to-the-Help-Center-Request-list-page-activities-
This feature needs to be added to better the customer experience, i have had to create custom reports and provide access to customers to view these to see the useful data from a ticket
We are very happy to let you know that we have now added the ability to see custom fields to the new request list open beta and we will continue to add more features.
You can read more in this announcement.
What may also interest follower os this article is is that we have made the Request REST API allowed for end users, so you can now also build your own request list experience using the Zendesk APIs.
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