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

140 Comentarios

  • Ady Harold

    @Regan Perry, that's pretty cool and works for us mostly, thanks!

    Trouble is that the sort on the custom column doesn't work. It just sorts by last updated date instead. It looks like it's doing something when the "priority" column heading is clicked, but doesn't actually order based on this.

    Has anyone else encountered or managed to fix this? I've got complaining clients!

    2
  • ngo thu

    I used ajax to add custom field column in request list table. 

     First, you add column header of custom field in the requests_page template.

    And then, in the body, you can add some code lines as this:

    You need to change custom_field_key to your custom field id you want to add.

    2
  • Jeff Hebert

    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
  • Jake Edwards

    Waiting for an update also...

    I can see the Help Center Request List "table iterator", but none of the custom fields (e.g. ticket.ticket_field_00000) are available to use...

    Unfortunately the request object is really limited in this regard... https://developer.zendesk.com/apps/docs/help-center-templates/objects#request-object

    The request object needs custom_fields added to be usable in the table, e.g. custom_fields.<field id>.title and custom_fields.<field id>.value.

    1
  • BrianCoppola

    +1 - we require custom fields to be visible to the Request List Page and Request page for our customers to respond to tickets properly.

    After reading every post out there on this subject, it seems like think most users are ok with adding custom fields to the Request List and Request Page objects so we can edit the theme directly.

    Alternatively it might be nice to give admin control for the default Request List Page similar to the Request Page. (i.e. - a "check box" which displays the field). Noted there may be limits to fit within the default page dimensions.

    1
  • Jake Edwards

    I'm not sure why Zendesk went to all the effort of revolutionizing the template system, but then nerfed the amount of fields that could be used. Surely the hard work is mostly done -- just add the fields?

    Happy editing the help centre template, or using a checkbox to display.

    1
  • Steve Thompson

    +1

    Definitely a necessary feature for supporting large corporations as well as being able to sort by a field in My Activities.

    1
  • Adrian Bell

    Agreed - I'm really hoping this feature can be added soon. For us, this is needed for end-users who can view all tickets associated with their organisation. We allocate each ticket to a project code. This would allow them to view all open tickets associated with a particular project (rather than drilling in to each one).  

    1
  • Martijn Snels · pluscloud.nl

    Hi Liz, I've understood this request is still on the roadmap but with no timeline defined.

    1
  • Aristarkh Mamaev

    Adding +1 too, but...

    Will this feature released some day, or not?

    1
  • Baptiste Gaillard

    Hi, we posted a comment to indicate we needed this feature one year ago but it has not been implemented since. 

    Perhaps this issue has not enough votes and has a too low priority in the Zendesk team (https://support.zendesk.com/hc/en-us/community/topics/200132066-Product-feedback?page=1&sort_by=votes#posts). 

    So to increase the priority of this task perhaps each person who added a comment could ask its team members to add additional votes ?

    Thanks.

    1
  • David Lindner

    This is a deal breaker... Please add custom field functionality!

    1
  • Klang, Lena

    I add another deal breaker which is that our end user think that their Zendesk api not give them what they need.

    They no longer have a nice overview of the issues.

    In former api they were able to sort by ID (on my tickets today they are able to sort on created -but not in the organisation view where they see all tickets - where it is most important for end user manager to have control over what the organisation doing) it's embarrassing to tell them that this is supposed to be better for them as they now are able to have a knowledgebase - but that doesn't help them to independent be able to keep track of the tickets.

    So we should be able to filter all existing fields without at least that it doesn't matter how good the agent api is getting. This was doable before why did you remove that possibility?

    Please fix so the users at least can sort in the way they want. (Because now when you view all tickets by the button - solved tickes take a lot of space and are of no interest
    But you do want to see all waiting for my answer and open!

    BR

    Lena

    1
  • Manuele Bastianelli

    I really hope you improve the helpcenter customization.

    We need to add customfields in the request list page.

    1
  • Viorica Pop

    +1 

    This feature is so needed.

    Please !!!! 

    1
  • Cindy Glackin

    This request has been open for 3 years. Any updates? We just started using the My Activities page for our users.  Within the first day I could see the ability to add additional fields was badly needed.

    1
  • Regan Perry

    oh, you know what - that only helps for existing Zendesk fields, not custom fields, as per the OPs requirement. 
    Sorry. I'll leave that there though - perhaps it may be the beginning of a solution..? 

    1
  • Petri Oksanen

    We also need to add custom ticket fields to the help center.

    Since the custom ticket fields already have unique ordinals that they can be referred by (the "custom field ID"), it doesn't seem too complicated to make them available as well, the same way as the standard fields already are.

     

    1
  • Swati Chopra

    +1 we need custom fields on zendesk my activities page. Please prioritize.

    1
  • James Guillemot

    @Ady Harold yes - this is happening to me too the sort isn't quite there. Urgent should be at the top when descending, then I have a mixed bunch of high normal lows all over

    1
  • Yoram Dagan

    Looking forward having this feature.

    I would really need to add some custom fields to the grid.

    Voting for it !!!!!!!!!!!!!

     

    1
  • Nicole S.
    Zendesk Community Team

    Hi all - Thank you for the feedback. I've got a list of things to ask product for updates on and will hopefully be able to let you know whether they're working on a solution for this issue soon. 

    1
  • Cory Archer

    The lack of capability like this led to finding another platform. Hope this gets added for those who move forward with Zendesk as it should have been an initial consideration. 

    1
  • M. A.

    When a customer ticket is waiting for an internal fix, it goes to an "On-Hold" status. When customers view their open tickets, this ticket shows as "Open", even if they click on the ticket, it still shows as open. When do we get the requests view customization? I would like to be able to show the status to customers and allow them to query by it. 

    Also, is there a list of recent features that came out or features that are in the pipeline?

     

    Thanks

    1
  • Gregory Ripley

    Jake, there are a couple of issues with your code. If you make the changes below, it should work.

    1. Remove the quotes from the id

    Before change:

    if (data.request.fields[i].id=="114098173934") {

    After change:

    if (data.request.fields[i].id==114098173934) {

     

    2. Correct spelling of application

    Before change:

    contentType: 'aplication/json',

    After change:

    contentType: 'application/json',

     

    3. Add cell tags before

    I added a couple of lines above the code for context. The additional line is italicized for easy reference. 

    Before change:

    </span>
    </td>
    <div id="{{id}}"></div>

    After change:

    </span>
    </td>
    <td>
    <div id="{{id}}">

    I hope this helps!

    1
  • Thomas Hunckler

    +1

    1
  • Nicolas Bergeron

    Hi Autumn and all, thank you for this solution.

    Out of curiosity and as a none developer, any chance we can add two custom fields?

    thank you !

    1
  • Kenneth Eberhardt Mølbak

    I would like to contribute with sourcecode for our working solution, with the fixes that has been specified in this thread.

    Just change the <your domain> and <field ID value>

    Paste the code at the end of the field you want it placed

    Addtionally there are some key areas placed debugging to test the solution. Just remove the // to debug


    <td class="requests-table-status">
    <div id="{{id}}"></div>
    <script>
    //alert("debugging - do we get here?");
    $.ajax({
    url: 'https://<CHANGE HERE - Domain>zendesk.com/api/v2/requests/{{id}}.json',
    dataType: 'json',
    type: 'GET',
    crossDomain: true,
    contentType: 'application/json',
    data: '',
    processData: false,
    success: function (data)
    {
    //alert('Debugging - API Success');
    var value="none";
    var count = Object.keys(data.request.fields).length;
    var i;
    for (i = 0; i < count ; i++)
    {
    //alert("DEBUGGING\nID: " + data.request.fields[i].id + "\nValue: "+ data.request.fields[i].value);
    if (data.request.fields[i].id==<CHANGE HERE - FIELD ID>)
    {
    value = data.request.fields[i].value;
    break;
    }
    }
    var elm = document.getElementById("{{id}}");
    //alert(Debugging - elm);
    if (elm != null)
    elm.innerHTML = value;
    },
    Error: function (result) {

    }
    })
    </script>
    </td>

    1
  • Yamile Martinez

    Hi Chuck,

    Yes please, i am very interested in the Export to Excel; can you share?

    Thanks,

    Yami

    1
  • Yamile Martinez

    1

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