[OPEN BETA] Announcing a new request list experience Open Beta with improved filtering, sorting and column management

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50 Comments

  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Tanawat Oonwattana At the moment I can't give you an expected timeline as we are juggling several priorities. I can probably give some more information by end of march.

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  • Shana Blackstone

    We are about to rollout multibrand with our company to give customers a better Help Center experience.

    Are there any plans with these enhancements to see tickets across brands by an organization and perhaps filter by brand?

    We provide a wide range of software options that not all of our customers utilize. By breaking into brands, we are better able to control how much they have to search to find answers to what they might be working with. These customers might be using any number of brands, and it would be beneficial for their admins to see any tickets for all brands open for their organization in a centralized place.

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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Shana Blackstone We don't currently have this functionality planned, but I have recorded your feedback in our prioritization tool together with similar requests and we will continuously evaluate when we would be able to add this functionality.

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  • Stephen

    Hi,

    I am seeing an issue, whereby if a Ticket is created, it will not appear immediately in the Requests view and can take some time to appear.

    Is this expected?

     

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  • Dane
    Zendesk Engineering
    Hi Stephen,

    i have tested it on multiple accounts and there's a delay of less than a minute for the newly created (proactive or submitted by end-user) to appear on the "My Requests" page.
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  • Susan Schneider

    I have several customers who need to see who requested the ticket under the My organizations tab, when can this field be added as a column? It was in the old version but not able to sort.

    Is there a workaround trigger to manually update a custom field on the form when a new ticket is created?

     

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  • Dane
    Zendesk Engineering
    Hi Susan,

    It still has the requester column but cannot be sorted.

    For more information on customizing the request section please refer to How can I add content to the Help Center Request list page activities?.

    Regarding the custom fields, it can be part of the trigger action.
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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Stephen This is unfortunately expected because the index of all tickets in an account can be very very large it is not updated instantly, but rather in scheduled batches.

    Could I ask you to elaborate on why this is a problem in your use case and how important it is to have fixed?

    It will help inform our prioritization.

    Thanks!

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  • Stephen

    Hi @Gorka,

    I appreciate the reply here - this is relatively minor. I only raised this as an issue because I was doing some demos for customers and was moving quite fast through the Requests page, where it became obvious.

    The delay is quite short, so I think this would be low on the priority list.

    I would be much more interested in seeing things like Requester, Ticket Form and Custom Statuses as options.

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  • Spencer Barrett

    Hey Gorka Cardona-Lauridsen, to piggyback off of other comments we have many customers complaining that when you are viewing Organizational Requests the Requestor column is no longer available and with utilizing the New Request List we cannot add this column as needed. Do we have any timeframe of when this will be brought back/resolved? 

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  • Tanawat Oonwattana

    Hi Gorka Cardona-Lauridsen,

    just a follow up on my question earlier, how soon will custom ticket staus be available with this new request list?

    thakn you.

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  • Susan Russell

    I also cannot roll this out to my customers until the Custom Ticket Status is supported. It's too confusing for them.

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  • Gizelle Butler

    We are also looking for the roadmap to have Custom Ticket Status (CTS) available for this feature since many clients during our testing have requested better sorting and filtering options.

     

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  • Fridtjof Hals

    This looks really great Gorka Cardona-Lauridsen :-D

    One comment from a customer of ours though, is that they miss the column for requester when using other than their own requests (organization or cc'd tickets).
    Is it possible to add that to the list of columns somehow?

    Thank you.

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  • Amy Gracer
    Community Moderator

    Is there any way to hide either the CC'd or the Organization tabs?

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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 (CSV or EXCEL)?

    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 “big” customers.

    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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  • Gorka Cardona-Lauridsen
    Zendesk Product Manager

    Kirill Akimov 

    Can you share some plans for this beta requests list?

    You can find a non-exhaustive list of known limitations that we intend to add in this announcement under "Known limitations".

    And namely, if it's planned to add export functionality for customers, so that they could get all tickets in one file (CSV or EXCEL)?

    While not on the above mentioned list, we do plan to add it. No ETA yet though.

    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 “big” customers.

    We have received this feedback from other customers as well and plan to add it , but we are probably looking at 2024 for this. If it's urgent you could fill out a custom field via triggers and automations with that information and thereby make it available for filtering.

    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:

    We wan't allow for more granular customization, but for now we have prioritized speed of iteration. I write a bit more about it in the "Known limitations" linked above.

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  • Stephen

    Hi Gorka Cardona-Lauridsen,

    Thanks as always for being so communicative on these requests.

    I just want to confirm - Ticket Form and Requester name as optional columns are currently planned for 2024?

    Is there anywhere to see a list of planned features for the request list and tenative release periods?

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  • Kris Bravo

    Hello,

    We were unable to use this new feature for a reason that may be worth considering:

    • We have different fields for different brands/support pages
    • Some are internal only
    • All of the fields are showing up in the selection list, exposing them to our customers
    • Customers have to update their views, whereas we'd like to add columns on behalf of the customers.

    It would be ideal if we could include the list of fields to show by default, as well as restrict fields by brand, so that they do not bleed across views.

    Take Care,

    Kris

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  • Jake Warren

    We have some issues that I'd like to get some feedback on.I also posted this over on this article - https://support.zendesk.com/hc/en-us/articles/4628113350170-Using-the-new-request-list-experience-in-the-help-center-customer-portal-Beta?page=3#comment_6645901030810 

    After turning this on, we've had users provide some feedback that we feel like is justified and should be considered for improving this beta feature.

    1. 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. 

    2. Is it possible for a user to save what filters/columns they have set? Having to reset them with each visit to the help center seems unnecessary. 

    3. Is it possible for clients to be able to add a "last updated by" column? Seeing who last updated a ticket could be helpful for those that oversee tickets for their entire organization.

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