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
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
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!
1
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
1
Gorka Cardona-Lauridsen
Thanks Tomer Blankitny!
We are looking into it. Will update you when we have something.
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Andrei Kamarouski
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:
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
1
Gorka Cardona-Lauridsen
Let me have a look. Could you grant us access to assume your account?
Thanks!
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Gorka Cardona-Lauridsen
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
Jake Warren
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.
The with of the fields is auto-adapted to the number of columns the user chooses to show and the screen (viewport) size.
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):
Thanks!
Jake
2
Miguel Contreras
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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Sistema
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
Hi Jake Warren
Thank you for taking the time to provide us your feedback.
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.
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.
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?
Not yet, but we also have that in our backlog like your request above.
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
Hi Miguel Contreras
Thank you for taking the time to provide us your feedback.
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
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
Sistema is that ca custom date field?
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Jake Warren
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:
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.
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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Sistema
Gorka Cardona-Lauridsen

That's right, it's a custom date field.
0
Trace van der Salm
How far is the adding of Ticket form to the customizable request view?
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Jeremy Pinar
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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Andrii Melnychuk
Jeremy there is a workaround for that: https://github.com/a-melnychuk/Zendesk-Hide-Ticket-Forms-Based-On-Organisation/tree/patch-1
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Jeremy Pinar
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.
1
Andrii Melnychuk
Jeremy Pinar this is exactly what it is about, but yes, administrating 6000+ forms would be a struggle.
1
Sean Kinney
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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Jane M Langschied
Will these “requests” include posts to community in specific brands?
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Matthew Toenjes
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?
1
Shana Blackstone
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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Tatsuro Nomura
There are the requests from my end users. I expect zendesk dev team to add this feature to their backlogs.
2
Matt Toenjes
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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