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



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Elizabeth Williams

Zendesk Documentation Team

Edited Dec 17, 2024


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90 comments

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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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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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 Kamarouski

Community ModeratorThe 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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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 Kamarouski 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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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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Have you all made it possible to edit the header columns that display? There are two fields that we want to always show up but not seeing a way we can code it to always display like with the current request page

 

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Gorka Cardona-Lauridsen,Greetings,

I've noticed an inconsistency regarding the display of the date field in the customer list compared to the date present in the ticket. It seems to be showing different results. Could you please look into this matter and verify the discrepancy?

Thank you,



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Gorka Cardona-Lauridsen

Zendesk Product Manager

Hi Jake Warren

Thank you for taking the time to provide us your feedback.

 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. 

Yes, that is unfortunately one of the reasons the feature is still marked as beta. We recognise that it is not a complete feature that is on par in all aspects with the "old" request list, but has some features that the "old" one doesn't.  We intend to bring it up to par with the "old" request list before we remove the Beta stamp. I can't currently give you an ETA and I realise that it is long overdue. Unfortunately we have had to prioritise other things.

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).

Not as it is now, but it is a feature request we have heard from many customers and it is in our backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. However please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.

Is it possible for clients to be able to add a "last updated by" column?

I assume you mean a column that displays the last person that updated the ticket. Would that be only agents or would you also want to display the request or CC'ed users names?
Could you also tell me a bit about why this is important for your use case and what your use case for the help center in general it to understand the context?

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.

Not yet, but we also have that in our backlog like your request above.

Is it possible to change the feature that causes "On-Hold" status tickets to show as "Open" within the help center?

You can do that with Custom ticket statuses - you just need to set the "Name (end user view)" and "Description (end user view)" appropriately.

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Gorka Cardona-Lauridsen

Zendesk Product Manager

Hi Miguel Contreras

Thank you for taking the time to provide us your feedback.

Have you all made it possible to edit the header columns that display? There are two fields that we want to always show up but not seeing a way we can code it to always display like with the current request page

If I understand you correctly you would like to be able to set columns that display by default to all users that have not made any personal adaptation. Is that correct?

This not currently possible, but it is a feature request we have heard from many customers and it is in our backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. However please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.

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Gorka Cardona-Lauridsen

Zendesk Product Manager

Hi Sistema

Thank you for reporting this. We will look into it ASAP and get back to you.

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Gorka Cardona-Lauridsen

Zendesk Product Manager

Sistema is that ca custom date field?

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Gorka Cardona-Lauridsen

Regarding my question: "Is it possible for clients to be able to add a "last updated by" column?" and your follow up questions:

  1. I assume you mean a column that displays the last person that updated the ticket. Would that be only agents or would you also want to display the request or CC'ed users names?

    Answer - I'd want to display any user type, whomever last updated the ticket, so if that's someone CC'd, then I'd expect that person's name to show.

  2. Could you also tell me a bit about why this is important for your use case and what your use case for the help center in general it to understand the context?

    This was at the request of a client of ours, just another useful data point to see who last touched the ticket and if they may need to click into it to interject. 

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Gorka Cardona-Lauridsen
That's right, it's a custom date field.

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How far is the adding of Ticket form to the customizable request view?

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Shame I could really use this however the custom fields visible to end users in the new request list ‘see more columns’ is showing all fields across all brands and forms, not just the brand the end user has logged onto. Pity!

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Thanks Andrii Melnychuk however we support 6,000+ orgs so not sure this workaround really applies to us :(

 

As we need is that the design is obviously logical - if brand = only show those fields added to forms that brand is associated/applied to.

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Jeremy Pinar this is exactly what it is about, but yes, administrating 6000+ forms would be a struggle.

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It is disappointing that two years later the “beta” helper still isn't customizable at all. Even basic styling changes via CSS to incorporate it into our design are impossible because of how this was engineered. Given that Guide is a product that is meant to be customizable, the decision to develop a helper that cannot be customized at all is incomprehensible.

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Will these “requests” include posts to community in specific brands?

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I am not sure which Zendesk article this screenshot came from, but does Zendesk still plan on export to .CSV in thew new Request List experience?

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I noticed this link at the top of this article loads “The page you were looking for doesn't exist”

As this as been in beta for 2 years, I'd like to review any know limitations before we try to implement these changes. 

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There are the requests from my end users. I expect zendesk dev team to add this feature to their backlogs.

  1. Change width of columns manually
    1. Answer was already posted at https://support.zendesk.com/hc/en-us/articles/4628113350170-Using-the-new-request-list-experience-in-the-help-center-customer-portal-Beta#h_01G5FA1SWND2818Y9G9942W4QX(auto-adjustment), but I hope to chenge width manually.
  2. Change order of columns
  3. Hide the “Subject” columns
    1. Some end-users who sends only the custom form requests don't need display the "subject" column.
  4. Exporting csv or excel file
    1. https://support.zendesk.com/hc/en-us/articles/4628113350170/comments/7988546505498
  5. Setting default view of request list by admin
    1. https://support.zendesk.com/hc/en-us/articles/4628113350170/comments/6936617158554

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Tatsuro Nomura For your point 4. Exporting csv or excel file, this might be able to help you https://support.zendesk.com/hc/en-us/community/posts/8130491925530-New-request-list-experience-Export-csv-Button

 

However, I definitely agree this would be nice to have built-in feature!

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