Currently, the Help Center portal page for customers only allows filtering requests by status, request type, and basic reporter/participant options. This limitation makes it difficult for customers and agents to efficiently locate or review requests—especially during support calls where both parties need to walk through all requests together. A recent customer even raised concerns that the lack of more granular filtering (such as by specific organization, reporter, or other custom fields) could be considered a vulnerability.

Additionally, there are significant concerns about the consistency and security of the request views within the Help Center. When in a specific help center for a particular client, the portal should never display results that are not associated with that help center, regardless of where anyone (including an agent) clicks on the page—even when accessing the "requests" option from the user icon. Displaying requests from other help centers can create confusion, complicate support interactions, and potentially expose confidential information from other clients.

Key Requests and Rationale:

1. Enhanced Filtering Capabilities:
   • Add filters by organization.
   • Allow filtering by specific reporter (not just "created by me", "all", or "where I am a participant").
   • Enable filtering by custom fields (e.g., site, department, etc.).
   • Provide any other relevant filtering options to help agents and customers quickly find and review requests.
   • These enhancements would greatly improve the support experience, especially for agents assisting customers live, and would align the portal’s capabilities with customer expectations for modern support tools.
2. Strict Association of Requests with the Current Help Center:
   • The Help Center should always and only display requests associated with the specific help center and its service desk.
   • This ensures that both the client and the agent are always looking at the same exact list and view, reducing time spent reconciling differences and making it easier to identify and resolve issues.
   • Consistent views between agents and clients help surface potential issues with the client experience, allowing agents to observe and address them directly.
   • Hard-coded filters should enforce this separation, preventing accidental exposure of other clients’ confidential information and simplifying the support workflow.

Implementing these improvements would address both usability and security concerns, making the Help Center a more effective and trustworthy tool for both customers and agents.