The Zendesk context panel provides valuable information you can use to get a better understanding of your customer and solve tickets quickly. This article describes how to use the context panel in the Zendesk Agent Workspace.
This article includes these sections:
About the context panel
When you’re working on a ticket, it’s often useful to have contextual information that falls outside the basic ticket content. For example, you might want to know more about the customer who requested the ticket. In addition, you may need to open Zendesk apps that can help you solve the ticket or search for articles in your help center that are relevant to the ticket.
The Zendesk Agent Workspace includes a context panel on the side of the ticket to help you view and manage this information. The icons that appear in the context panel vary depending on which features your admin has enabled for your account. For example, you need to have an account with Guide or Zendesk Suite to use the knowledge features.
Watch this video for information on how you can use the context panel to help your customers:
Opening and closing the panel
You can open and close the panel as needed to do your work. You can also switch between views.
To open and close the panel
- In a ticket, click any context icon in the right sidebar to open the panel.
You can click the icon again to close the panel.
- When the panel is open, click an icon to switch between views.
For example, if apps () are showing, click the user icon () to view user information.
In the panel, you can:
Icon Name Description User View contact information about the customer and the customer’s interaction history. See Viewing customer context in a ticket. Knowledge Search for articles in your help center that might help your customers solve issues, view suggestions for articles based on ticket content, or add feedback to flag existing articles. See Searching, linking, and quoting content in tickets and Flagging articles in Knowledge. Apps Open a list of public or private apps to help you solve tickets. You only see apps that have been installed by your admin. See Managing your installed apps.