Recent searches


No recent searches

Using the new request list experience in the help center customer portal (Beta)



image avatar

Elizabeth Williams

Zendesk Documentation Team

Edited Dec 17, 2024


4

90

90 comments

Unfortunately, when I place {{request_list}} in the main container div, I get the error "'request_list' does not exist"

0


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

Travel Syndication Technology you are most likely seeing this error because you are using your theme is using templating API v1 and not the latest that is v2. I realise I had forgotten to have that called out in the documentation, apologies for the inconvenience. We will add that pre-requisite.

To learn more about the different versions of the templating API and how to upgrade see:

0


Thank you Gorka Cardona-Lauridsen.

I changed to an updated version of Copenhagen, but we don't have the Requests list in our Settings panel.

0


Gorka Cardona-Lauridsen

Is it possible to use this new beta {{request_list}} and customize the request list view with custom headers?

I am finding that enabling beta disregards any of the custom fields I changed due to the {{if settings.request_list_beta}} boolean.

I really like the new filter and organization view but still want the ability to customize views.

0


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

Travel Syndication Technology if it still does not appear I would advise you to create a support ticket so we can help you troubleshoot.

0


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

Jason Kim The request list view is not code customisable since we want to be able to iterate fast on this component and not risk breaking customised themes at the moment. This is one of the reasons it is currently in Beta, but we are aware of the need to customize this functionality and are considering different options to make that possible.

The entire component is built with REACT and uses our Requests REST API, there's no serverside "magic", so if we where to make the code open source so you could get it from Github and put it into your theme and make any modification you want - would that work for you?

0


Gorka Cardona-Lauridsen I am on version 2 of the API and do not see the Requests list in our Settings panel either.

0


Gorka Cardona-Lauridsen

Yes - that can work for now. Do you have any timelines of when this will come out of beta?

0


Travel Syndication Technology I had the same problem with it not being on the menu and I was on version 2.0.   I was able to modify the code.  However, after I made some changes I got the same error as you.   I logged out and back in and the error went away.

Gorka Cardona-Lauridsen one I had the code in I had an issue where it was displaying the old list under the new list.   I had to spin up a fresh sandbox, copy clean code, and then apply it, and now everything works great

 

0


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

Happy to let you know that we have now added the ability to see custom field columns in the request list if the field is set as editable or viewable by end users.

Read more in this announcement.

1


Has anyone experienced the Status Icons missing from the page and the the filter stopped working last week?   We have made no code changes and all of a sudden our community is broken.   I have a ticket open with Zendesk but wanted to see if anyone else is having this issue

0


Gorka Cardona-Lauridsen  I had to add the code the request page several weeks ago to get this to work.  It worked great for the filter and the custom fields.   However, it stopped displaying the Status Icons and the Filter option only shows Created and Updated.   I have a ticket open with support but they have been unable to assist.   The only reason I figured out it was this code is a spun up a new brand and the icons were back.    I went into production removed the  {{request_list}}   and the Status icons are back but it reverted to the old filter and you can no longer add columns.   Any help would be greatly appreciated

<div class="container">
 {{request_list}}     
   <h1>{{t 'my_requests'}}</h1>

 

0


image avatar

Josef Prandstetter

Zendesk Luminary

Gorka Cardona-Lauridsen

We see the same issue like John DiGregorio:
For customers, who never played around with additional columns / tickets fields in the request list the status column is missing and the field is also not available to be added manually.
In my profile I already added some more fields / columns and the status field is not missing.

Can you reproduce this behavior?
If so, is there a rough idea by when the problem will be fixed so we can communicate this to our customers?
If no: If you need access to our instance for debugging you are very welcome to contact us.

0


I have been struggling for days with support as they are not emulating the user correctly and when they do their testing they have full admin rights - it is very frustrating, and I am getting ready to turn the feature off.

0


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

John DiGregorio and Josef Prandstetter Thanks for reporting this.

It seems to be a bug that has been introduced, we are working on resolving it. I'll post an update as soon as I have something.

Sorry for the inconvenience.

1


Gorka Cardona-Lauridsen - thanks for the update.  The only browser it seems to work on is Vivaldi - I sent the support team a video and the HAR file

0


Are there plans to allow filtering on additional fields added to the list view? Like Type (OOTB) or Product (Custom).

0


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

Jim Uomini Yes, we are working on adding that.

0


Gorka Cardona-Lauridsen

It looks like even the Agent only fields are visible to Customers. In my last test I was able to add some Agent only fields to the Customer Interface. Surprisingly, I was also able to see these fields as a Customer. Not sure if this was intended as a functionality. Please note that it was a custom theme.

1


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

Hi Zendesk Admin

I assume you have implemented {{request_list}} helper in your custom theme.

I have not been able to reproduce that agent-only fields would show up in the new request list experience.

What I have been able to see is that if you visit the request page with and Admin or Agent user then that Admin or Agent user can see agent only fields (intended behavior, but documentation needs to be updated). If you then within the same browser session logs out with your admin or agent user and logs in with an end user, then that end user sees the Agent only fields because they are cached. I have created a bug report to fix this issue.

Could that be the reason in your case?

0


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

Josef Prandstetter and John DiGregorio

Apologies for the late update on the bug. We rolled out a fix for the missing Status column bug last Thursday.

0


Gorka Cardona-Lauridsen thanks for getting this fixed so fast.   We rolled it out to customers last month and they really seem to like it

Zendesk Admin  were you doing this through the browser (new login session) or were you previewing as a user.  The only reason why I ask it that when support was trying to reproduce my original issue there were previewing as a user from Guide and the user had admin permissions.    I just tested this on my site and it isn't happening 

0


Gorka Cardona-Lauridsen I am trying to use the new custom status on this page and they do not show up in the filter - are these available yet?   I know they show up when you click the actual ticket just not in the page view.   The strange part is it will flash on the right side of screen for a second and then disappear - similar to the issue I had above.   Below is an example of one I created on a custom field and the second screen shot is one we have of a standard field that was renamed

 

0


Any ideas on how to get these new statuses to show up correctly on the community?  Again, they appear to show in the wrong column for a split second and disapper

0


Hi,

I have been playing around with the beta in our Sandbox and I am really impressed - I feel this gives a lot more control over how customers can filter requests.

A few things I have noticed:

  • It would be great to have the ability to fitler on the Ticket Form and add the Ticket Form to the list of columns displayed against their requests.
  • I noticed that end-users can fitler on internal ticket fields that should not be visible to them. This is a dealbreaker at present for my team, as we collect internal data that we do not need / want to expose to a customer.
  • Following my previous point, it would be amazing if Admin's could get more direct control over the filterable options available to the customers - for example, a new panel in the Guide Admin view, where we could set which fields can be filtered on.

Best regards,
Stephen

6


 
Gorka Cardona-Lauridsen any idea of when the new custom status will be available on this page?  I have a ticket open with support - if I remove {{Request_List}} the custom status show fine.   However, with  {{Request_List}} they do not.  Our custoemrs really like the new view.  However, we as a company have the need to display the custom statuses.

0


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

Hi John DiGregorio, unfortunately, I can't right now give you an ETA as we are working out some internal dependencies, but I can assure you that we are aware and it has our focus to support custom ticket statuses in the new request list experience.

0


Hi Gorka Cardona-Lauridsen, thanks for the update.  I also want to point out that even on the out of the box requests page the new value appears in the view results but not in the filter.

0


Gorka Cardona-Lauridsen support recommends that I reach out to you directly versus the ticket I have open with them.   My questions are when does Zendesk plan to have the new custom satuses on the new request list experience, will they work in the filters, as they don't on the normal page or the new page.   Also, does Zendesk please to incorportated export to Excel or CSV on either of these pages.    We have a number of large customers requesting this and it is hard to justify why we don't have it when other products on the market do

1


image avatar

Gorka Cardona-Lauridsen

Zendesk Product Manager

Hi John DiGregorio

I also want to point out that even on the out of the box requests page the new value appears in the view results but not in the filter.

We are aware and we intend to so solve this with the solution we are working on with our internal partners.

My questions are when does Zendesk plan to have the new custom satuses on the new request list experience 

As per my previous comment, I unfortunately can still not give an ETA, but we are working on it.

 will they work in the filters, as they don't on the normal page or the new page. 

Yes, we intend that they work with the filters.

does Zendesk please to incorportated export to Excel or CSV on either of these pages.  

We have this feature in our backlog as we continue to improve on the new request list experience.

 

0


Please sign in to leave a comment.