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

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71 Comments

  • Lydia Forsyth

    Shawna James This feature is really cool, however; it will be confusing for our end users when they have to scroll through custom fields that belong to several different forms. Is there a way to group the fields by form so it's easily understandable what fields belong to which form? This is something preventing me from recommending it to our team.

     

    Tagging Gorka Cardona-Lauridsen 

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  • Lydia Forsyth

    I'm also that seeing that inactive customer fields are showing up as options for columns - can the inactive fields be removed as an option?

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  • Shawna James
    Community Product Feedback Specialist

    Hey Lydia, thanks for your questions. I am not a PM at Zendesk so I don't know the exact answer to your question but that team is monitoring this thread and can respond as they are able with answers. Thanks again!

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  • Tomer Blankitny

    Found a bug with the new request list experience:

    The fields list shows inactive fields for the end users. In the images attached, you can see the "Ticket Type" field appearing in the list although it is currently configured as inactive.

    We have inactivated fields since we want certain fields to not appear in the agent interface but we don't want to lose the data they hold.

     

    Fields list

    "Ticket Type" field setup

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Thanks Tomer Blankitny!

    We are looking into it. Will update you when we have something.

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  • Andrei
    Community Moderator
    The Wise One - 2021

    Hey Gorka Cardona-Lauridsen

    We see an issue with the Subject now showing up (blank). MacOS Ventura, last Chrome browser version. Could you try to reproduce this bug? 

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  • Jake Warren

    Hi Gorka Cardona-Lauridsen,

    I had a few questions regarding this. In order to toggle to the new request list experience (beta), no code additions are needed any more because it's just a checkbox within Guide Admin, right? See screenshot below. 

    Once it's turned on, I had two quick questions on functionality:

    1. Is it possible to change width of the fields?
    2. Is it possible to add a custom ticket field column for ALL users by default vs them having to add it individually?

    My use case is simple in that we have a product field on our tickets and wish it to be referenced in the columns/filters for all users.

    Thanks!

    Jake

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager
    Hi Andrei,

    Let me have a look. Could you grant us access to assume your account?

    Thanks!
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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Andrei Thank you for raising this. We will look into it. I've sent you a question in the ticket created.

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Jake Warren

    no code additions are needed any more because it's just a checkbox within Guide Admin, right?

    If you are using the Copenhagen theme as a standard theme then you can turn in on/off via the setting. If you are using a custom theme that does not have this toggle implemented you will need to implement it via code. If you are using a custom theme that was forked from the Copenhagen theme after we implemented this setting, the setting should work unless you have made changes to the code that breaks it.

    Is it possible to change width of the fields?

    The with of the fields is auto-adapted to the number of columns the user chooses to show and  the screen (viewport) size.

    Is it possible to add a custom ticket field column for ALL users by default vs them having to add it individually?

    Not at the moment, but we have heard that feedback from others and it's in our backlog of improvements. I will add your feedback to that item as well. Unfortunately, I can't give you an ETA at this point.

    Hope it answered your questions.

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  • Jake Warren

    Gorka Cardona-Lauridsen

    Thanks for your reply a few weeks ago. We turned this on today, however, one thing noticed is that users that have "can view tickets from user's org" no longer have the system field "Requester" as a column when in the Organization tickets tab, and it's not an available column to add in. 

    In this article it states:

    "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."

    How do we get this available for those users as a column to add? This is critical for users who monitor ticket submissions across their org so they can quickly scroll through and see who submitted what. 

    Also, a few additional questions (please let me know if there's a separate place to add as feedback if these are not possible):

    1. Is it possible for a user to save what filters/columns they have set? I noticed filters set do not stick when leaving the page and returning (haven't tested columns).
    2. Is it possible for clients to be able to add a "last updated by" column?
    3. Is it possible to sort on custom field columns that are added to a ticket view? We noticed it's only allowing this for the system fields that are on the ticket list by default.
    4. Is it possible to change the feature that causes "On-Hold" status tickets to show as "Open" within the help center? We exclusively use the "On-Hold" status for long term product level changes that are needed to fulfill a request - this way we don't close tickets and have these to circle back to when the longer term fix is put in. It's confusing to our end users to no be able to distinguish between what I just described and what our Support team is actively working on since both scenarios show as "Open" in the help center.

    Thanks!
    Jake

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