Agents can get a better picture of customers with the customer context panel in the ticket interface. By default, to view the panel, the agent clicks the customer context tab (
) on the upper-left side of the ticket properties panel.
You can make the customer context panel the default view of the properties panel. If you make the change, however, agents will have to click the ticket properties tab (
) to view the ticket information.
You must be an administrator to make customer context the default view.
To set the customer context panel as the default view of the properties panel
- InAdmin Center, click theWorkspacesicon (
) in the sidebar, then selectAgent tools > Agent interface. - Locate theDefault to Customer Contextsetting and select theEnabled复选框。
- ClickSave.
To see the change, agents currently working on tickets must hard-refresh the agent interface byShift-clicking their browser's refresh icon.
To learn more about the customer context panel, seeViewing customer context in a ticket.
2 Comments
Hello, im having issues finding this actual setting in the admin mode.
I can find my way to Team > team members, but from here, i cannot find theDefault to Customer Contextsetting?
请advice!
Regards - Andreas
Hello Andreas,
The instructions listed apply to the standard agent interface. If you're not seeing the settings as indicated, your account is likely on Agent Workspace. You can check this by navigating to Admin>Settings>Agents and confirming if the "Enable Agent Workspace" option is checked.
If so, see Viewing customer context in the Zendesk Agent Workspace for instructions pertinent to your configuration type:https://support.zendesk.com/hc/en-us/articles/360001851187#topic_ehg_1qz_vkb
Beau | Customer Advocate
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