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

Hey Gorka Cardona-Lauridsen, would this new feature encompass the usage of Custom Ticket Status?

It would be great to be able to apply a sorting filter to the custom status we want them to look at first.

Dear Gorka Cardona-Lauridsen, I hope you are doing well. This is a critical new feature request that my company requires to be configured in their Zendesk Support System. Please let us know when is the expected date for this feature to go live so that we can inform our company about the change/upgrade date. Concerning the ability to expose more custom fields and add the functionality to sort them inside the requests page, this is the feature we are aiming for. Looking forward to hearing from you as soon as possible. Thank you...

Gorka Cardona-Lauridsens, kindly let me know if there are any updates on this?

Any chance Zendesk will offer enhanced views for customer tickets or perhaps reportng?   Currently, we are copying ticket data into our own product and showing them pretty reports through there.  It seems like it would make sense for the product to do this out of the box

Hi all

Finally an update and apologies for not updating you sooner!

We have released the before mentioned phase 1 release of the new request list experience in Open Beta. I know it is not what you are requesting here, but it is the first step towards better request management and we are working on adding custom fields in the next update targeted to be out in Open Beta in Q3.

In relation to the coming release I would be very curious to hear examples of use cases you have for filtering on custom field values for regex, credit card, text, multi-line, numeric and decimal type custom fields:

• Whats the fields "Title shown to customer"?
• What type of custom field is it?
• What are the values entered? (E.g. US license plates, free text names of our product, alphanumeric error codes)
• What is the (user)story of an end user using this field to filter on? (What are they filtering to see and/or exclude and why?)
• Is the field Required to submit a request?

Please add your examples in the comments.

Thanks!

Hi all

As mentioned in the recent update we are very curious to understand how you expect end user to need to filter on certain field types.

We would very much appreciate if you would answer this survery to help us design the best filtering experience.

Thanks!

We are very happy to let you know that we have now added the ability to see custom fields to the new request list open beta and we will continue to add more features.

You can read more in this announcement.

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.

While I like the new custom fields list, it is not usable for us as 1) we have multiple brands/forms and 2) each client has a conditional field for projects many of which are agent-only. This creates hundreds of options, most of which are irrelevant and will confuse the end user. 

I stayed with the custom development mentioned (requests ajax call code for a specific field) here and was able to get it to work. Here are some roadblocks as I believe the code was written originally for API version 1.

1) To use $.ajax you need to include a Jquery library, which can be any CDN that has it. The Zendesk article which states to use the code.jquery.com and integrity didn’t work for me, so I used the google CDN. Add the latest script to your document head or similar page https://developers.google.com/speed/libraries#jquery. 

2) The URL in your ajax code must match the URL of your help center or you will get CORS issues. In other words, if your zendesk base is company.zendesk.com and your helpcenter is helpcenter.company.com (domain mapping), then your ajax call must be the latter (this is more relevant with multibrand). I am not sure if cache and process data are needed, but this is all I send in the request.

dataType: 'json',
type: 'GET',
cache: false,
data: '',
processData: false,

3) While the tickets API call has more data, it requires an agent/admin login (your end users won’t be able to see it otherwise) and if you include the authentication information a hacker can easily get your information. The requests API call is allowed for end users (no authentication), but it only has access to custom fields that are on the form used, not every field that is customer visible even if not on the form. Also, the API has changed and fields is no longer an option (I used custom_fields) so the code to process must change to custom_fields.

4) Finally, the most frustrating part is that the Zendesk request object does not have organization even though the filter has access to it, and the requests API call only returns organization id (not name). Calling the organizations API to get the name from id requires agent/admin authentication as above and the search API doesn’t do this lookup. The helpcenter object has the user organization (not ticket) but is only available in the script.js file. For fields not available in the requests api, a workaround is to create a custom field on the form and use a trigger (on New or Updates) to call the tickets API (webhook) to move the field you want into this customer visible field. Of course it requires some delicacy since the customer can see it, but you can then use it in the requests grid.