Announcing general availability of the new request list experience

Announced on | Rollout starts | Rollout ends
February 4, 2026 | February 2, 2026 | February 2, 2026

We’re excited to announce the general availability (GA) of an improved request list experience with better filtering, sorting, and column management. After a successful Beta program, we’re now rolling out this feature to all our customers.

This announcement contains these topics:

What is changing?

Why is Zendesk making this change?

What do I need to do?

What is changing?

With the improved request list in the help center we’re adding new combinable filtering options, the ability to sort more columns, and the ability to show/hide columns.

Combinable filtering

Four new filters have been added to the “My requests” and “Requests I’m CC’ed on” lists to help you filter  tickets based on Creation date, Updated date, Status, and Requester.

Under “Organizational requests” we've added the ability to filter by when requests were created and when they were last updated, in addition to the existing organization and status filter option.

These new filters can be used in combination, and you can set multiple values for the same filter to create an OR filtering condition. For example, you can now filter on tickets within the Organization ABC OR Organization XYZ that has the startup Open and is updated in the last month.

Improved sorting

You can now sort your tickets by “Status” and “Created date” in addition to “Updated date” by clicking on the arrows above each column.

Manage columns

You can show or hide columns to customize your view, while still filtering on hidden columns. If you sort on a column and then hide it, the sort order is maintained.

Why is Zendesk making this change?

The new request list experience improves the way in which end users can manage large numbers of requests in the customer portal. End users can use the:

Combinable filtering options to refine the requests they want to manage.

Column configuration options to show or hide both system fields and custom fields.

What do I need to do?

The new request list experience is available by default in standard themes released after February 2, 2026. If your help center was created before February 2, 2026 and uses a customized theme, you must update your custom theme to add the new request list experience functionality.

For more information, see Submitting and tracking requests in the help center Customer Portal.

If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.