We are very excited to announce the first addition to the new request list experience after its initial release. With this release, users of the new request list can for the first time natively see custom fields in their request list as well as show and hide them as they want.
Additionally, we have added the ability to see the system fields Priority and Type and allow end users to show/hide these fields.
Custom fields and the two newly added systems fields are only shown in the new request list if they are set as "Customers can view" or "Customers can edit" in the Admin center.
This article contains the following sections:
- Why did we build it?
- How do I start using it?
- What’s next?
- What does Open Beta mean?
- Known limitations
Why did we build it?
Being able to see custom field values has been a long-standing request to enable end users to gain a better overview of their tickets, especially power users managing hundreds of requests on behalf of their organization.
How do I start using it?
If you are already using the new request list experience then the fields set as readable or editable by end users will show up without you having to do anything.
If you want to enable end users to see fields that are currently not visible or editable by end users, you can change the field's setting in the Admin center.
If you are not using the new request list (in Open Beta) yet, you can see how to get started here.
What’s next?
Now that you can see custom fields in the new request list experience the immediate next releases as currently planned are:
- Enable combinable filtering by Custom fields, priority, and type values
- Enable sorting on custom field, priority, and type columns
What does Open Beta mean?
This feature is in Open Beta so anyone can opt-in to using the feature as described above, but the feature is considered in a Beta phase as it still has key limitations.
Known limitations
- Filtering on custom field values - coming
- Sorting based on custom field columns - coming
- See [OPEN BETA] Announcing a new request list experience Open Beta with improved filtering, sorting, and column management for other limitations
5 Comments
Dear Gorka,
We are happy that you finally managed to implement this new feature as requested previously, our company relies heavily on the Zendesk Platform and this missing piece was very necessary for our customer's client satisfaction. Looking forward to implementing and testing this new request list asap. Thanks again, happy Tuesday.
Amr Farouk
Happy to hear Amr Farouk!
Looking forward to hearing your feedback :)
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.
How do we provide the feedback on the new BETA requests view - its currently not loading for our clients after they apply a filter and if they look for a specific ticket number and clear the filters it holds the previous results. We cleared cache and reloaded but still not showing the full results.
Roni Gartley I'll create a ticket so we can have a look at it.
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