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

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71 Comments

  • John DiGregorio

    Gorka Cardona-Lauridsen thanks for the quick response.   I apologize for pushing the issue.  However, these are features our customer base would like to see.   I even reached out to a 3rd party consulting company to see if we could pay to get the export to CSV and Excel

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi all

    We are very excited to announce that users can now (pending rollout) filter their requests based on custom field values in the new request list experience. See the announcement here for all the details.

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Hi all

    We are very excited to announce that users can now (pending rollout) filter their requests based on custom field values in the new request list experience. See the announcement here for all the details.

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  • Joshua

    Hi!

    I was wondering if the team working on this has any plans to implement any of the features user Stephen posted about on December 21, 2022. In particular:

    1. Adding Ticket Form as a column/filter option.

    2. More refined control over which fields can be shown/hidden/filtered. (As opposed to guaranteeing they are exposed so long as it is a field Customers can edit or Customers can view) We happen to have a lot of custom fields that Customers can edit/view, so it'd be nice to have a way to declutter their view by hiding the insignificant options which they probably won't ever need to show as a Column/filter by.

    All that said, thank you Gorka Cardona-Lauridsen and the Zendesk team working on this Product for the amazing work you have been doing. This definitely provides a better experience than the current requests list page. Keep up the good work! 🙌

    3
  • Andrii Melnychuk

    Oh, will cross post my question here too, so what I'm trying to do is to tweak Copenhagen theme and have home page to reflect only list of the requests. But getting errors when copying container from requests_page.hbs to home_page.hbs:

    11 errors
    'request_list' does not exist
    'filters' does not exist
    'form' does not exist
    'query' does not exist
    not possible to access `requests` in `requests.length`
    'query' does not exist
    'requests' does not exist
    'requests' does not exist
    not possible to access `current_filter` in `current_filter.identifier`
    not possible to access `current_filter` in `current_filter.identifier`
    'requests' does not exist

    Any hints how one can make that container to work on home page?

    Thanks!

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  • Arno (EMEA Partner)

    Has Requester column been intentionally removed from Organization tickets view? I could not find a way to add it back. It is necessary for a organization's user to see who of collegues created the ticket. Hopefully it will be added back?

    Anyone know whether this can be added back with customization for a quick fix?

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  • Viktor Osetrov
    Zendesk Customer Care
    Hello Arno,

    For troubleshooting, please go to your Manage Views. 
    For your specific view click on "three dots" settings and then press "edit view" and add a "Requester" Column to the "Formatting options" area

    Please notice that you can choose up to 10 columns to appear in your view. Drag and drop to reorder them.
     
    Hope it helps
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  • Susan Schneider

    Viktor Osetrov the issue is in the Organizational requests view for customers - the Requester is missing as an option to filter or add to the columns. My customers need to be able to see who is the requester and be able to filter on this. It was in the original requester screen, how can we add this back to the beta version.

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  • Viktor Osetrov
    Zendesk Customer Care
    Hello Susan Schneider,

    You can revert Customer Profile Page beta version via Admin Center:
    -> Workspaces -> Agent Workspace -> Agent Interface -> Untick "Customer profile page"

    The link looks like this: https://Your_Subdomain.zendesk.com/admin/workspaces/agent-workspace/agent-interface

    Hope it helps,
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  • Bobby Koch
    Zendesk Luminary

    is there a way to filter out specific tickets based on status or something similar in the requests list?

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  • Arno (EMEA Partner)

    @... I am not sure I understand correctly? Are you saying that whether we use Customer Profile Page some how affects whether we have Requester available as visible column on the Organizational tickets list for our customers using Guide / My requests page?

    Your earlier instructions did not apply to Organizational tickets view, the Requester column is not available for selection.

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  • Brittany Mandel

    Is there any way to change the colour of the drop-down options background? My brand font is white - so I'm not able to see the options.

    1
  • Roni Gartley

    Why is the "requestor" not an option to pull into the filter views for the BETA and existing version of the request page? 

    Our clients would find it useful when monitoring "organization" requests from different departments that submit tickets to us in support. They have open every ticket in order to see who submitted it. This is not solving the highlighted portion of your reason for the BETA requests feature. 

    1
  • Jupete Manitas
    Zendesk Customer Care
    Hi Brittany, thanks for writing in! 
     
    At the moment, in terms of look and feel customization, there is no way yet to change it. As per known limitations here
    "The new request list is rendered as an encapsulated component, which means that it is not customizable as other advanced helpers by targeting the HTML".
     
    Hi Roni, it is not available at the moment. It has opted to give options to show/hide both system fields and custom fields. You can post a product feedback or post a comment here: [OPEN BETA] Announcing custom fields filtering in the new request list experience
     
    Thank you!
    -1
  • Brittany Mandel

    Jupete Manitas - Well that really sucks, I'd love to use the function - but due to our branding colours (white writing), it's completely unusable. Strange that it doesn't follow how every single other drop-down in the guide works.

    1
  • Ibrahim Aqqad

    Gorka Cardona-Lauridsen is there a reason why custom fields data for solved tickets over a certain age are blank. i would expect the product column to show Intake and Time as a value 

     

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  • Andrey Vasin

    Hey Gorka Cardona-Lauridsen!

    Does request list introduce a possibility to view requests for an end-user across all brands?

    Original tread about this feature request:

    https://support.zendesk.com/hc/en-us/community/posts/4624230371866-Enable-end-users-to-view-all-their-multibrand-requests-on-a-single-Help-Center

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  • Sagar Potluru

    Hi Gorka Cardona-Lauridsen, when we add {{Request_List}}, then 'Requestor' grid column is missing from "Organizational Requests" tab. The column is getting showed only when I remove {{Request_List}}. Your help is very much appreciated!

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  • Jose Mª

    hi Gorka Cardona-Lauridsen,

    is there any news on the export of the list, please?

    Regards

     

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  • Amy Gracer
    Community Moderator

    Brittany Mandel

    I have the same problem with my brand text color, but my customers have really taken to the new requests list, so to work around it, I replaced $brand_text_color with #fff in my css. Not the most elegant solution, but it works. 

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  • Ayelet Haiventriger

    Hello,

    I have added this handlebar: {{request_list}} to my "requests_page.hbs" file in order to test the option of adding custom fields to "My activities" view in the Help Center.

    It looks great!

    But when I have tested it as "end user" (from the Preview Mode or when I assumed an end-user identity) I was able to choose displaying internal fields .

    I checked that with Zendesk representative - and it was figured out this is happen since the system still identify me as an admin, and this is not happening to a "real" end-user.

    I almost skipped using that feature as I was afraid to allow end-users to see sensitive fields.

    Will appreciate if that can be fixed.

    1
  • Ayelet Haiventriger

    I have also noticed that there are some rows in the view where the Subject field is empty.

    The subject name will reveal only when hovering the line:

    This is before hovering:

    This is after hovering the field:

     

    This doesn't happen to all of the rows, only for a few.

     

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  • Stephen

    Hi Gorka Cardona-Lauridsen,

    I have received requests from customers to support the ability to Filter and Sort on Ticket Priority. Is this something that is being planned?

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  • Kirill Akimov

    Hi Zendesk team!

    Can you share some plans for this beta requests list? And namely, if it's planned to add export functionality for customers, so that they could get all tickets in one file?

    Another thing, is it possible to add requester name or email to the list of requests in “Requests I am in CC” tab and  “Requests of my organization” tab? It could be really useful for “large” customers.

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  • Bobby Koch
    Zendesk Luminary

    Why would the filter show ALL of our internal/agent only fields to customers? seems silly

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  • Kirill Akimov

    Hi Zendesk Team!

    It would be also nice to make feasible style formatting of request list. As I see so far, the element is closed, and we can't do anything to it:



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  • Graham Pearce

    I opened a support ticket (#11867092) because the standard browser behaviour of Ctrl-Click does not open a ticket displayed on the ticket request page in a new tab. Zendesk support asked me to also add a comment here.

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  • Graham Pearce

    We have an end customer who request that the number of tickets displayed on the Requests page be configurable from the default of 15.

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  • Graham Pearce

    We have a customer who would like a copy button for all the contents of a code block so they easily transfer it into an external editor.

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  • Shawna James
    Community Product Feedback Specialist
    Thank you all for continuing to provide your feedback for this feature! We appreciate you taking the time so that our PM's can stay on top of your requests and ideas. 
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