The help center, by default, offers the option for end users to submit requests. End users who submit requests can also manage their support requests in thecustomer portal.
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.
This article contains the following topics:
Enabling the new request list experience
If you have the Copenhagen standard theme, you can use the theme settings to enable new request list experience functionality.
启用新请求列表在sta经验ndard Copenhagen theme
- In Guide, click theCustomize designicon (
) in the sidebar. - ClickCustomizeon the theme you want to update.
- In the Settings panel, clickRequests list.
- Select theNew request list experiencecheck box.
- ClickPublish.
If you do not have the Copenhagen standard theme, you can either download a new Copenhagen standard theme and follow the instructions in the previous section, or you can edit the code of your custom theme to include the {{request_list}} helper.
To add the requests lists helper to your custom theme
- In Guide, click the Customize design icon () in the sidebar.
The Themes page opens. - ClickCustomizeon the theme that you want to edit.
- ClickEdit code.
- Under Templates, clickrequests_page.hbs.
- Add the following request list helper code to the theme’s main “container” element:
{{request_list}}For example, when placed in the “container” element in the Copenhagen theme, the request list helper code resembles the following:
{{request_list}} - ClickSave.
Using the new request experience to track your support requests
You can use the help center to track your support requests. If enabled, the new request list experience lets you apply advanced filtering to tickets, helping you quickly locate and manage tickets based on your search criteria.
To track your support requests
- Click your profile icon on the upper-right side of any help center page, then clickRequests.
By default, the page displays all requests that you have submitted with the following columns: Subject, ID, Created date, Updated date, and Status.
To show or hide columns on the page, click the option button () and then either select or deselect the system and custom fields you want to view or hide, or clickSee more columnsto open a separate window where you can show more columns. All columns that are displayed in the list of requests are also shown in the drop down menu together with the six system field columns.
To show custom fields to end users in the new request list, the field permissions must be set to eitherCustomers can editorCustomers can view. SeeAdding custom fields to your ticket and support request form.
Team memberswill be able to see fields that have theAgents can edit permissionas they would have access to those fields in Agent workspace.This is also the case if you are an Admin assuming an end user account. - To filter your requests, you can select theFilterdrop down, then either select the filter and sub filter you want to apply, or selectSee all filtersto open the Filters window shown below, where you can select and apply filters and sub filters.
You can select multiple filters to further refine your search criteria. You can also filter on values in fields where you have hidden the column.
When you select more than one filter, the filters act as an "AND" search criteria, meaning that requests must meet all filter criteria in order to display. When you select multiple filter options within a single filter, they act as an "OR" search criteria, meaning that tickets must meet one or more criteria in order to display. For example, if you select both "Awaiting reply" and "Open" within the Status filter, tickets can have either an "Awaiting reply" or an "Open" status to display.
Filters that you apply appear beneath the search field and can be cleared at any time by clickingClear filters. - To search your requests, enter a search term in theSearch Requestsbox.
You can useticket property keywordsin your search. - To see details about a request, click the request title.
If you belong to multiple organizations, you can change the organization for a support request when you view details for that request.
Tracking your organization's support requests
As an end-user you can be a member of one organization or multiple organizations. If you're a member of ashared organization, you can see tickets for all members of that organization.
To track your organization's support requests
- Click your profile icon on the upper-right side of any page, and then clickRequests.
- Click theOrganization requestslink on the My requests page to see all the requests in your organizations.链接似乎只有莎尔的如果你是一个成员ed organization.
To show or hide columns on the page, clickthe option button (
) and then select or deselect the system and custom fields you want to view or hide. - To filter the requests, clickOrganizationto select the organization that you want to view tickets for, then click theFilterdrop down to select the filter and sub filter you want to apply. You can select multiple filters to further refine your search criteria.
When you select more than one filter, the filters act as an "AND" search criteria, meaning that requests must meet all filter criteria in order to display. When you select multiple filter options within a single filter, they act as an "OR" search criteria, meaning that tickets must meet one or more criteria in order to display. For example, if you select both "Awaiting reply" and "Open" within the Status filter, tickets can have either an "Awaiting reply" or an "Open" status to display. - To see details about a request, click the request subject.
You can add comments to a request if an administrator has set it up. For more information, seeSetting up a shared organization for end-users.
To subscribe to requests for a shared organization
- Click your profile icon on the upper-right side of any page, and then clickRequests.
- Click theOrganization requestslink on the My requests page to see all the requests in your organizations.
链接似乎只有莎尔的如果你是一个成员ed organization in Zendesk. - ClickFollow organization.
If the Follow organization button is not available, ask your administrator to add it to your help center theme (seeAdd Follow/Unfollow for users in a shared organization).
You will now receive notifications for new and updated requests in your shared organization. - Select the organization that you want to follow, then clickSave. You will receive updates about tickets in each of your selected organizations.
If you do not have the Copenhagen standard theme, you can eitherdownload a new Copenhagen standard themeand follow the instructions in the previous section, or you can edit the code of your custom theme to include the {{request_list}} helper.
Filter options and behavior by field type
Zendesk providescustom field typesfor tickets, users, and organizations. Although the fields displayed in the request form and request list are custom field types, they often have unique names that reflect their purpose. For example, the request list may display a field named “Store location” that is a drop-down field type designed to let users select from a list of store locations. In this case, the request list will display the field name “Store location,” even though it is a drop-down custom field type.
For a list of custom field types that you can filter on, seeAbout custom field types.
63 Comments
Unfortunately, when I place {{request_list}} in the main container div, I get the error "'request_list' does not exist"
Travel Syndication Technologyyou are most likely seeing this error because you are using your theme is using templating API v1 and not the latest that is v2. I realise I had forgotten to have that called out in the documentation, apologies for the inconvenience. We will add that pre-requisite.
To learn more about the different versions of the templating API and how to upgrade see:
Thank youGorka Cardona-Lauridsen.
我改变了一个更新版本的哥本哈根,但是we don't have theRequests listin our Settings panel.
Gorka Cardona-Lauridsen
Is it possible to use this new beta {{request_list}}andcustomize the request list view with custom headers?
I am finding that enabling beta disregards any of the custom fields I changed due to the {{if settings.request_list_beta}} boolean.
I really like the new filter and organization view but still want the ability to customize views.
Travel Syndication Technologyif it still does not appear I would advise you to create a support ticket so we can help you troubleshoot.
Jason Kim请求列表视图不是代码可定制的罪ce we want to be able to iterate fast on this component and not risk breaking customised themes at the moment. This is one of the reasons it is currently in Beta, but we are aware of the need to customize this functionality and are considering different options to make that possible.
The entire component is built with REACT and uses ourRequests REST API,there's no serverside "magic", so if we where to make the code open source so you could get it from Github and put it into your theme and make any modification you want - would that work for you?
Gorka Cardona-LauridsenI am on version 2 of the API and do not see theRequests listin our Settings panel either.
Gorka Cardona-Lauridsen
Yes - that can work for now. Do you have any timelines of when this will come out of beta?
Travel Syndication TechnologyI had the same problem with it not being on the menu and I was on version 2.0. I was able to modify the code. However, after I made some changes I got the same error as you. I logged out and back in and the error went away.
Gorka Cardona-Lauridsenone I had the code in I had an issue where it was displaying the old list under the new list. I had to spin up a fresh sandbox, copy clean code, and then apply it, and now everything works great
Happy to let you know that we have now added the ability to see custom field columns in the request list if the field is set as editable or viewable by end users.
Read more inthis announcement.
Has anyone experienced the Status Icons missing from the page and the the filter stopped working last week? We have made no code changes and all of a sudden our community is broken. I have a ticket open with Zendesk but wanted to see if anyone else is having this issue
Gorka Cardona-LauridsenI had to add the code the request page several weeks ago to get this to work. It worked great for the filter and the custom fields. However, it stopped displaying the Status Icons and the Filter option only shows Created and Updated. I have a ticket open with support but they have been unable to assist. The only reason I figured out it was this code is a spun up a new brand and the icons were back. I went into production removed the {{request_list}} and the Status icons are back but it reverted to the old filter and you can no longer add columns. Any help would be greatly appreciated
{{request_list}}
{{t 'my_requests'}}
Gorka Cardona-Lauridsen
We see the same issue likeJohn DiGregorio:
For customers, who never played around with additional columns / tickets fields in the request list the status column is missing and the field is also not available to be added manually.
In my profile I already added some more fields / columns and the status field is not missing.
Can you reproduce this behavior?
If so, is there a rough idea by when the problem will be fixed so we can communicate this to our customers?
If no: If you need access to our instance for debugging you are very welcome to contact us.
I have been struggling for days with support as they are not emulating the user correctly and when they do their testing they have full admin rights - it is very frustrating, and I am getting ready to turn the feature off.
John DiGregorioandJosef PrandstetterThanks for reporting this.
It seems to be a bug that has been introduced, we are working on resolving it. I'll post an update as soon as I have something.
Sorry for the inconvenience.
Gorka Cardona-Lauridsen- thanks for the update. The only browser it seems to work on is Vivaldi - I sent the support team a video and the HAR file
Are there plans to allow filtering on additional fields added to the list view? Like Type (OOTB) or Product (Custom).
Jim UominiYes, we are working on adding that.
Gorka Cardona-Lauridsen
It looks like even the Agent only fields are visible to Customers. In my last test I was able to add some Agent only fields to the Customer Interface. Surprisingly, I was also able to see these fields as a Customer. Not sure if this was intended as a functionality. Please note that it was a custom theme.
HiZendesk Admin
I assume you haveimplemented {{request_list}} helperin your custom theme.
I have not been able to reproduce that agent-only fields would show up in the new request list experience.
What I have been able to see is that if you visit the request page with and Admin or Agent user then that Admin or Agent user can see agent only fields (intended behavior, but documentation needs to be updated). If you then within the same browser session logs out with your admin or agent user and logs in with an end user, then that end user sees the Agent only fields because they are cached. I have created a bug report to fix this issue.
Could that be the reason in your case?
Josef PrandstetterandJohn DiGregorio
Apologies for the late update on the bug. We rolled out afix for the missing Status column buglast Thursday.
Gorka Cardona-Lauridsenthanks for getting this fixed so fast. We rolled it out to customers last month and they really seem to like it
Zendesk Adminwere you doing this through the browser (new login session) or were you previewing as a user. The only reason why I ask it that when support was trying to reproduce my original issue there were previewing as a user from Guide and the user had admin permissions. I just tested this on my site and it isn't happening
Gorka Cardona-LauridsenI am trying to use the new custom status on this page and they do not show up in the filter - are these available yet? I know they show up when you click the actual ticket just not in the page view. The strange part is it will flash on the right side of screen for a second and then disappear - similar to the issue I had above. Below is an example of one I created on a custom field and the second screen shot is one we have of a standard field that was renamed
Any ideas on how to get these new statuses to show up correctly on the community? Again, they appear to show in the wrong column for a split second and disapper
Hi,
I have been playing around with the beta in our Sandbox and I am really impressed - I feel this gives a lot more control over how customers can filter requests.
A few things I have noticed:
Best regards,
Stephen
HiJohn DiGregorio, unfortunately, I can't right now give you an ETA as we are working out some internal dependencies, but I can assure you that we are aware and it has our focus to support custom ticket statuses in the new request list experience.
HiGorka Cardona-Lauridsen, thanks for the update. I also want to point out that even on the out of the box requests page the new value appears in the view results but not in the filter.
Gorka Cardona-Lauridsensupport recommends that I reach out to you directly versus the ticket I have open with them. My questions are when does Zendesk plan to have the new custom satuses on the new request list experience, will they work in the filters, as they don't on the normal page or the new page. Also, does Zendesk please to incorportated export to Excel or CSV on either of these pages. We have a number of large customers requesting this and it is hard to justify why we don't have it when other products on the market do
HiJohn DiGregorio
We are aware and we intend to so solve this with the solution we are working on with our internal partners.
As per myprevious comment, I unfortunately can still not give an ETA, but we are working on it.
Yes, we intend that they work with the filters.
We have this feature in our backlog as we continue to improve on the new request list experience.
Pleasesign into leave a comment.