The help center, by default, offers the option for end users to submit requests. End users who submit requests can also manage their support requests in the customer portal.
The new request list experience (Beta) improves the way in which end users can manage large numbers of requests in the customer portal. When you enable the new request list experience in your theme, end users can use the new combinable filtering options to refine the requests they want to manage as well as new column configuration options to show/hide both system fields and custom fields.
This article contains the following topics:
Enabling the new request list experience
If you have the Copenhagen standard theme, you can use the theme settings to enable new request list experience functionality.
To enable the new request list experience in a standard Copenhagen theme
-
In Guide, click the Customize design icon (
) in the sidebar.
- Click Customize on the theme you want to update.
- In the Settings panel, click Requests list.
- Select the New request list experience check box.
- Click Publish.
If you do not have the Copenhagen standard theme, you can either download a new Copenhagen standard theme and follow the instructions in the previous section, or you can edit the code of your custom theme to include the {{request_list}} helper.
To add the requests lists helper to your custom theme
-
In Guide, click the Customize design icon (
) in the sidebar.
The Themes page opens. - Click Customize on the theme that you want to edit.
-
Click Edit code.
- Under Templates, click requests_page.hbs.
-
Add the following request list helper code to the theme’s main “container” element:
{{request_list}}
For example, when placed in the “container” element in the Copenhagen theme, the request list helper code resembles the following:
<div class=”container”>
{{request_list}}
</div> - Click Save.
Using the new request experience to track your support requests
You can use the help center to track your support requests. If enabled, the new request list experience lets you apply advanced filtering to tickets, helping you quickly locate and manage tickets based on your search criteria.
To track your support requests
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Click your profile icon on the upper-right side of any help center page, then click Requests.
By default, the page displays all requests that you have submitted with the following columns: Subject, ID, Created date, Updated date, and Status.
To show or hide columns on the page, click the option button () and then either select or deselect the system and custom fields you want to view or hide, or click See more columns to open a separate window where you can show more columns. All columns that are displayed in the list of requests are also shown in the drop down menu together with the six system field columns.
To show custom fields to end users in the new request list, the field permissions must be set to either Customers can edit or Customers can view. See Adding custom fields to your ticket and support request form.
Team members will be able to see fields that have the Agents can edit permission as they would have access to those fields in Agent workspace. This is also the case if you are an Admin assuming an end user account. -
To filter your requests, you can select the Filter drop down, then either select the filter and sub filter you want to apply, or select See all filters to open the Filters window shown below, where you can select and apply filters and sub filters.
You can select multiple filters to further refine your search criteria. You can also filter on values in fields where you have hidden the column.
When you select more than one filter, the filters act as an "AND" search criteria, meaning that requests must meet all filter criteria in order to display. When you select multiple filter options within a single filter, they act as an "OR" search criteria, meaning that tickets must meet one or more criteria in order to display. For example, if you select both "Awaiting reply" and "Open" within the Status filter, tickets can have either an "Awaiting reply" or an "Open" status to display.
Filters that you apply appear beneath the search field and can be cleared at any time by clicking Clear filters.
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To search your requests, enter a search term in the Search Requests box.
You can use ticket property keywords in your search. -
To see details about a request, click the request title.
If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.
Tracking your organization's support requests
As an end-user you can be a member of one organization or multiple organizations. If you're a member of a shared organization, you can see tickets for all members of that organization.
To track your organization's support requests
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Click your profile icon on the upper-right side of any page, and then click Requests.
-
Click the Organization requests link on the My requests page to see all the requests in your organizations. The link appears only if you're a member of a shared organization.
To show or hide columns on the page, click the option button () and then select or deselect the system and custom fields you want to view or hide.
-
To filter the requests, click Organization to select the organization that you want to view tickets for, then click the Filter drop down to select the filter and sub filter you want to apply. You can select multiple filters to further refine your search criteria.
When you select more than one filter, the filters act as an "AND" search criteria, meaning that requests must meet all filter criteria in order to display. When you select multiple filter options within a single filter, they act as an "OR" search criteria, meaning that tickets must meet one or more criteria in order to display. For example, if you select both "Awaiting reply" and "Open" within the Status filter, tickets can have either an "Awaiting reply" or an "Open" status to display.
-
To see details about a request, click the request subject.
You can add comments to a request if an administrator has set it up. For more information, see Setting up a shared organization for end-users.
To subscribe to requests for a shared organization
- Click your profile icon on the upper-right side of any page, and then click Requests.
-
Click the Organization requests link on the My requests page to see all the requests in your organizations.
The link appears only if you're a member of a shared organization in Zendesk. -
Click Follow organization.
If the Follow organization button is not available, ask your administrator to add it to your help center theme (see Add Follow/Unfollow for users in a shared organization).
You will now receive notifications for new and updated requests in your shared organization. - Select the organization that you want to follow, then click Save. You will receive updates about tickets in each of your selected organizations.
If you do not have the Copenhagen standard theme, you can either download a new Copenhagen standard theme and follow the instructions in the previous section, or you can edit the code of your custom theme to include the {{request_list}} helper.
Filter options and behavior by field type
Zendesk provides custom field types for tickets, users, and organizations. Although the fields displayed in the request form and request list are custom field types, they often have unique names that reflect their purpose. For example, the request list may display a field named “Store location” that is a drop-down field type designed to let users select from a list of store locations. In this case, the request list will display the field name “Store location,” even though it is a drop-down custom field type.
For a list of custom field types that you can filter on, see About custom field types.
90 comments
Travel Syndication Technology
Unfortunately, when I place {{request_list}} in the main container div, I get the error "'request_list' does not exist"
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Gorka Cardona-Lauridsen
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:
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Travel Syndication Technology
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.
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Jason Kim
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.
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Gorka Cardona-Lauridsen
Travel Syndication Technology if it still does not appear I would advise you to create a support ticket so we can help you troubleshoot.
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Gorka Cardona-Lauridsen
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?
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John DiGregorio
Gorka Cardona-Lauridsen I am on version 2 of the API and do not see the Requests list in our Settings panel either.
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Jason Kim
Gorka Cardona-Lauridsen
Yes - that can work for now. Do you have any timelines of when this will come out of beta?
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John DiGregorio
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
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Gorka Cardona-Lauridsen
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
John DiGregorio
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
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John DiGregorio
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>
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Josef Prandstetter
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.
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John DiGregorio
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.
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Gorka Cardona-Lauridsen
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
John DiGregorio
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
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Jim Uomini
Are there plans to allow filtering on additional fields added to the list view? Like Type (OOTB) or Product (Custom).
0
Gorka Cardona-Lauridsen
Jim Uomini Yes, we are working on adding that.
0
Zendesk Admin
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
Gorka Cardona-Lauridsen
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
Gorka Cardona-Lauridsen
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.
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John DiGregorio
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
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John DiGregorio
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
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John DiGregorio
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
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Stephen
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:
Best regards,
Stephen
6
John DiGregorio
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Gorka Cardona-Lauridsen
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.
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John DiGregorio
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.
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John DiGregorio
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
Gorka Cardona-Lauridsen
Hi John DiGregorio
We are aware and we intend to so solve this with the solution we are working on with our internal partners.
As per my previous comment, I unfortunately can still not give an ETA, but we are working on it.
Yes, we intend that they work with the filters.
We have this feature in our backlog as we continue to improve on the new request list experience.
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