Enable custom ticket field columns to be added to the request table in Help Center my activities page

139 Comments

  • Wes Drury
    Comment actions Permalink

    +1 - The more options we have the better.  Showing custom fields would be great.

    13
  • Guus Meijer
    Comment actions Permalink

    Showing more standard fields of a ticket (like type) as a column would be very much appreciated as well.

    5
  • Jeff Hebert
    Comment actions Permalink

    I agree, at the end of the day zendesk is broadly displayed to many more companies than are your customers.  Many of these companies could be potential customers.  The My activity page is the leading edge of the company capabilities and the My activity page does not well represent the functionality that the Agents see on their side of the fence. 

    4
  • Mike Hamann
    Comment actions Permalink

    Is there any progress on this enhancement.  The list only has a few columns and customers want to see more details

    7
  • Mindysonshine
    Comment actions Permalink

    Any update on this? I'd really love to add a custom field to the my activities summary table!

    9
  • Martin Low
    Comment actions Permalink

    Yes I would also like to be able to offer our end users this so we can customise it. It would also be a major bonus if the tickets could be sorted by end users so they can view tickets in whatever order they desire.

    9
  • Mike Hamann
    Comment actions Permalink

    Is anyone from Zendesk going to respond to this request?

    6
  • Christian Colding
    Comment actions Permalink

    Hey guys,

    We are definitely reading your requests. Currently our Help Center teams are focusing on other tasks, but please continue to up vote and discuss this, as it helps us to prioritize going forward.

    -2
  • Smith, Christopher
    Comment actions Permalink

    "My activities" is a major element in our customer support portal - it's front and center really. All we hear about is how our customers want to see more "useful" information.  It's good to hear that this is even a blip on the Help Center radar but hopefully this becomes more of a priority soon. 

    7
  • Justin Graves
    Comment actions Permalink

    Annastashia- I know this doesn't solve your root problem but I thought I'd chime in with a method for speeding up and standardizing the ticket subject lines.

    You would create a custom drop-down field with a list of the products your users log tickets about.  Then create a Macro which uses that field's Placeholder (along with other fields if you like) to set a new Subject.

    Then, when your agents first touch a ticket, they select the proper drop-downs and run the Macro in order to set the standardized Subject line.

    -3
  • Mark Whisler
    Comment actions Permalink

    Agreed. +1, bump, nudge nudge to all this.  In addition, I'd like to see more component configuration in the Help Center.  It's too static!  For example, the request_table component could be expanded to allow columns to be specified or let us pull from a custom view.

    I also suggest making the My requests table sortable by columns. I mean, it's a table, right? With the onslaught of tickets our clients create, we are forced to create a custom portal simply because the Help Center features aren't there.

    I know you guys have a large backlog already, but thanks for considering.

    5
  • Jeremy
    Comment actions Permalink

    Would also like to have the ability to add columns.

    Our tickets have the standard "priority" (i.e. severity of issue) and we have a custom field that allows those items to be ranked, this is more important for low "priority" that fall into a backlog of work. 

    Our customers would like to see those items ordered by rank.

    Thanks

    3
  • Chris Cox
    Comment actions Permalink

    Agreed with all previous comments as I thought I was missing something at first.  The limitation around the fields/columns that can be exposed in the Help Center / My Activity / request table is a barrier to rolling out the system to our end customers and reduces the benefits of the Help Center.  

    We support multiple end-organisations who typically have 10+ requests open at any period of time.  Without providing any greater granularity than the request ID, subject, status and dates the organisation doesn't have any effective way of being able to use the Help Centre to locate and update the status of their requests.  E.g. without checking each request there is no way to view the priority.  

    Hopefully there can be some progress on this key feature.

    3
  • Baptiste Gaillard
    Comment actions Permalink

    +1 We also need a feature to sort columns in the "My activities" page.

    For us the Priority field is perhaps the most important column in this view. It would allow us to explain our customer in what order we are planning to solve their problems.

    Thanks

    4
  • Otto Bartošek
    Comment actions Permalink

    +1 This is really must have. Right now we would really need to have there priority and 2 custom fields which specified product and type of user request.

    5
  • Matt Porter
    Comment actions Permalink

    +1 this is essential functionality so that we're able to service our clients and add depth to the end to end experience.  

    Other tools we've used this comes out of the box so we're waiting for this one and the sooner the better. 

    3
  • Wilson Morales
    Comment actions Permalink

    Definitely need this. clients have been asking for a custom field that i'd like displayed in a new column and ability to sort by all those tickets. 

    4
  • Mike Hamann
    Comment actions Permalink

    Don't hold your breath, I asked back in February and they still have not even considered adding it.  I don't even know why they have people enter these as they actually only develop based on their roadmap

     

    3
  • Vincent Hill
    Comment actions Permalink

    The ability to add custom fields to the My Activities page would be a huge benefit for our customers. One of the major requests our support reps, sales people, and executives during client visits get is "why can't we see how much time your agents spend on tickets?" The time entries are stored in custom fields created for us by Zendesk itself. It is a shame we can't provide that information in the first place our customers would expect to find it.

    Since this feature isn't available we have to spend money and developer resources to recreate the entire My Activities page with calls to the API. All for the sake of displaying a single field. It's a very expensive workaround for something Zendesk really should be providing customers out of the box.

    4
  • Smith, Christopher
    Comment actions Permalink

    Hopefully this more than a blip on their radar by now. Zendesk, could you comment on this possible user story (including the general scope and an estimated ETA, broad generalizations are better than nothing)? We haven't heard anything since early March.

    4
  • Christian Colding
    Comment actions Permalink

    Hey guys,

    I'll gladly provide an update.

    We definitely understand the use cases - we agree that this should be possible. Our first step towards this is the launch of a completely new theming platform, which will expose much more of the theming code, so it's easier to customize exactly to your needs. When we launch the new theming platform, the code for the Requests table will look something like this:

    <table id="request-table" class="request-table">  
     <thead>  
     <tr>  
     <th>{{t "id"}}</th>  
     <th>{{t "subject"}}</th>  
     <th>{{t "created"}}</th>  
     <th>{{t "last_activity"}}</th>  
     <th>{{t "status"}}</th>  
     </tr>  
     </thead>  
     <tbody>  
     {{#each requests}}  
     <tr>  
     <td>{{id}}</td>  
     <td>  
     <a href="{{url}}">  
     {{#if subject}}  
     {{subject}}  
     {{else}}  
     {{excerpt description characters=50}}  
     {{/if}}  
     </a>  
     </td>  
     <td>{{date created_at timeago=true}}</td>  
     <td>{{date updated_at timeago=true}}</td>  
     <td>  
     <span class="request-status request-{{status}}" title="{{status_description}}">  
     {{status}}  
     </span>  
     </td>  
     </tr>  
     {{/each}}  
     </tbody>  
     </table>
    

     As you can see, this exposes the underlying code for generating the table. We will be doing something similar for a single request as well.

    This first step will allow you to at least remove data you don't want in the table, e.g. by removing the column for creation date. Once that is released, next step is to allow more types of data in the theme, e.g. custom fields.

    We are hard at work on the new theming platform, but I am currently unable to provide an ETA. Once the new theming platform is out, we will continue with adding more data, but exactly when is not currently known.

    4
  • Deepa Daniels
    Comment actions Permalink

    Update: 

    Thank you very much for your responses. Due to the volume of responses, I won’t be able to schedule interviews with anybody that responds after the July 17, 2015.

    Instead of closing the form, I will leave it open so you can continue to share your biggest issues with us. For those of you I am unable to contact for interviews I will try and get in touch with you for validation.  

    Thanks again for taking time to share your feedback! 

    * * * 

    Hi there,

    We are doing customer interviews to better understand the issues your end-users are facing with requests on Help Center, and how those issues impact ticket deflection and usability. We are specifically looking at “submit a request”and “my activities”

    If you would like to have a 30 minute chat with me to share your use case, please put your name and contact information in the form and I will be in touch to schedule a meeting.

    http://goo.gl/forms/WU1gl5NChz 

    0
  • Wilson Morales
    Comment actions Permalink

    Fantastic I have filled out the form and ready and willing to speak to you when you have time.   This is really important to my clients and I.

    2
  • Jeff Hebert
    Comment actions Permalink

    We need a clear understanding of what functionality will be available on the "my activities" page and when it will be available.    Even with that it may be too latte for us.   Our customers are revolting over their inability to easily sort through their open tickets.  They have started a campaign to get us to find a better solution.

    1
  • Martin Monnier
    Comment actions Permalink

    My customers need "my activities" to organize themselves. They easily want to know what issues/tickets are still open and how important they are. Usually issues raises up or falls down in priority over a period of time.

    In general they also must be able to edit fields like priority or custom fields like due date.

    Hopefully that functionality will be added soon.

     

    2
  • Deepa Daniels
    Comment actions Permalink

    @Jeff and @Martin, thank you for your comments. We are currently wrapping up the research and solution planning phase for "My activities". As soon as we have finished planning I will be back with and update on the functionality you can expect and hopefully also an approximate release date.

    In the meantime, you are welcome to share more details about your issues via this form.  http://goo.gl/forms/WU1gl5NChz 

    -1
  • Remco
    Comment actions Permalink

    Great to see you guys are working on this one. Just Googled for 'display more fields help center zendesk' and that pointed me into this direction. (https://www.google.nl/webhp?sourceid=chrome-instant&ion=1&espv=2&ie=UTF-8#q=display+more+fields+help+center+zendesk)

    It would be great to make the helpcenter more flexible. We also have (active) customers that need more options. In our case a customer works with releases. Some issues belong to release January and some other to June. A customer would like to see the possibility to filter on this kind of issues. Or filtering on impact, complexity, keywords and so on.

    My idea would be like doing this by making default and custom fields available in the HC so you can search for it or order by it. Or the ability to use dropdowns and checkboxes. The feedback I just received from a customer was: "the helpcenter looks like a large box of issues without any ways of filtering, categories or other type of workflow-insights". I had to agree. 

    So therefore; my upvote for this one. I am happy to read the message of Deepa, right above here. Keep up the good work!

    0
  • Remco
    Comment actions Permalink

    After a brief contact with some customers, I came to another insight that I would like to mention. 

    Customers would like to have the option to devide issues in some kind of 'folders', for instance a folder for 'previous release', 'current release', 'upcoming release' and 'incidents'. Customers would like to be able to create like 30 tickets and devide them into specific categories. This gives them the possibility to arrange and rank their work. So per ticket they need some kind of dropdownbox that gives them the opportunity to place their ticket in a specific category. 

    Now I also see the Deepa's message, saying "In the meantime, you are welcome to share more details about your issues via this form.  http://goo.gl/forms/WU1gl5NChz". I will place my messages in that form also.

    Thanks guys!

    0
  • Wilson Morales
    Comment actions Permalink

    The fields that say "created" or "Last activity" there should be specific dates there instead of the generalized 2 weeks or 1 month and so on. Clients that want to look through tickets sometimes would care to see more specific information instead.  There also should be a more robust filtering for ticket searches within that area and a export feature to excel and or PDF. See attached images for examples.


     

     

         
    2
  • Ari Eder
    Comment actions Permalink

    Hi

    Are there any updates with this feature?

    Is there an ETA for launch?

    Ari

    1

Please sign in to leave a comment.

Powered by Zendesk