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

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22 Comments

  • 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
    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:

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  • 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
    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.

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  • 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?

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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
    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.

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  • 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
    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.

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  • 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).

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Jim Uomini Yes, we are working on adding that.

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  • Siddharth.Jain

    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.

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi Siddharth.Jain

    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?

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  • 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.

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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

    Siddharth.Jain  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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