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.
To enable the new request list experience in a standard 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.
使用新的request experience to track your support requests
您可以使用帮助中心跟踪您的支持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.The link appears only if you're a member of a shared 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.
The link appears only if you're a member of a shared 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.
对于一个自定义字段类型列表,您可以filter on, seeAbout custom field types.
65 Comments
Gorka Cardona-Lauridsenthanks for the quick response. I apologize for pushing the issue. However, these are features our customer base would like to see. I even reached out to a 3rd party consulting company to see if we could pay to get the export to CSV and Excel
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 theannouncement herefor all the details.
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 theannouncement herefor all the details.
Hi!
I was wondering if the team working on this has any plans to implement any of the features userStephenposted about on December 21, 2022. In particular:
1. AddingTicket Formas a column/filter option.
2. More refined control over which fields can be shown/hidden/filtered. (As opposed to guaranteeing they are exposed so long as it is a fieldCustomers can editorCustomers can view) We happen to have a lot of custom fields that Customers can edit/view, so it'd be nice to have a way to declutter their view by hiding the insignificant options which they probably won't ever need to show as a Column/filter by.
All that said, thank youGorka Cardona-Lauridsenand the Zendesk team working on this Product for the amazing work you have been doing. This definitely provides a better experience than the current requests list page. Keep up the good work!
Oh, will cross post myquestionhere too, so what I'm trying to do is to tweak Copenhagen theme and have home page to reflect only list of the requests. But getting errors when copying container from requests_page.hbs to home_page.hbs:
Any hints how one can make that container to work on home page?
Thanks!
HasRequestercolumn been intentionally removed from Organization tickets view? I could not find a way to add it back. It is necessary for a organization's user to see who of collegues created the ticket. Hopefully it will be added back?
Anyone know whether this can be added back with customization for a quick fix?
For troubleshooting, please go to your Manage Views.
For your specific view click on "three dots" settings and then press "edit view" and add a "Requester" Column to the "Formatting options" area
Please notice that you can choose up to 10 columns to appear in your view. Drag and drop to reorder them.
Hope it helps
Viktor Osetrovthe issue is in the Organizational requests view for customers - the Requester is missing as an option to filter or add to the columns. My customers need to be able to see who is the requester and be able to filter on this. It was in the original requester screen, how can we add this back to the beta version.
You can revert Customer Profile Page beta version via Admin Center:
-> Workspaces -> Agent Workspace -> Agent Interface -> Untick "Customer profile page"
The link looks like this: https://Your_Subdomain.zendesk.com/admin/workspaces/agent-workspace/agent-interface
Hope it helps,
is there a way to filter out specific tickets based on status or something similar in the requests list?
Viktor OsetrovI am not sure I understand correctly? Are you saying that whether we use Customer Profile Page some how affects whether we have Requester available as visible column on theOrganizational ticketslist for our customers using Guide / My requests page?
Your earlier instructions did not apply toOrganizational ticketsview, the Requester column is not available for selection.
Is there any way to change the colour of the drop-down options background? My brand font is white - so I'm not able to see the options.
Why is the "requestor" not an option to pull into the filter views for the BETA and existing version of the request page?
Our clients would find it useful when monitoring "organization" requests from different departments that submit tickets to us in support. They have open every ticket in order to see who submitted it. This is not solving the highlighted portion of your reason for the BETA requests feature.
At the moment, in terms of look and feel customization, there is no way yet to change it. As per known limitationshere,
"The new request list is rendered as an encapsulated component, which means that it is not customizable as other advanced helpers by targeting the HTML".
Hi Roni, it is not available at the moment. It has opted to give options to show/hide both系统字段和自定义字段. You can post a product feedback or post a comment here:[OPEN BETA] Announcing custom fields filtering in the new request list experience.
Thank you!
Jupete Manitas- Well that really sucks, I'd love to use the function - but due to our branding colours (white writing), it's completely unusable. Strange that it doesn't follow how every single other drop-down in the guide works.
Gorka Cardona-Lauridsenis there a reason why custom fields data for solved tickets over a certain age are blank. i would expect the product column to show Intake and Time as a value
HeyGorka Cardona-Lauridsen!
Does request list introduce a possibility to view requests for an end-user across all brands?
Original tread about this feature request:
https://support.zendesk.com/hc/en-us/community/posts/4624230371866-Enable-end-users-to-view-all-their-multibrand-requests-on-a-single-Help-Center
HiGorka Cardona-Lauridsen, when we add {{Request_List}}, then 'Requestor' grid column is missing from "Organizational Requests" tab. The column is getting showed only when I remove {{Request_List}}. Your help is very much appreciated!
hiGorka Cardona-Lauridsen,
is there any news on the export of the list, please?
Regards
Brittany Mandel
I have the same problem with my brand text color, but my customers have really taken to the new requests list, so to work around it, I replaced $brand_text_color with #fff in my css. Not the most elegant solution, but it works.
Hello,
I have added this handlebar: {{request_list}} to my "requests_page.hbs" file in order to test the option of adding custom fields to "My activities" view in the Help Center.
It looks great!
But when I have tested it as "end user" (from the Preview Mode or when I assumed an end-user identity) I was able to choose displaying internal fields .
I checked that with Zendesk representative - and it was figured out this is happen since the system still identify me as an admin, and this is not happening to a "real" end-user.
I almost skipped using that feature as I was afraid to allow end-users to see sensitive fields.
Will appreciate if that can be fixed.
I have also noticed that there are some rows in the view where the Subject field is empty.
The subject name will reveal only when hovering the line:
This is before hovering:
This is after hovering the field:
This doesn't happen to all of the rows, only for a few.
HiGorka Cardona-Lauridsen,
I have received requests from customers to support the ability toFilterandSorton Ticket Priority. Is this something that is being planned?
Hi Zendesk team!
Can you share some plans for this beta requests list? And namely, if it's planned to add export functionality for customers, so that they could get all tickets in one file?
Another thing, is it possible to add requester name or email to the list of requests in “Requests I am in CC” tab and “Requests of my organization” tab? It could be really useful for “large” customers.
Why would the filter show ALL of our internal/agent only fields to customers? seems silly
Hi Zendesk Team!
It would be also nice to make feasible style formatting of request list. As I see so far, the element is closed, and we can't do anything to it:
I opened a support ticket (#11867092) because the standard browser behaviour of Ctrl-Click does not open a ticket displayed on the ticket request page in a new tab. Zendesk support asked me to also add a comment here.
We have an end customer who request that the number of tickets displayed on the Requests page be configurable from the default of 15.
我们有一个客户想买一本按钮for all the contents of a code block so they easily transfer it into an external editor.
Pleasesign into leave a comment.