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
- Click the Admin icon (
) and select Setting > Agents. - Locate the Default to Customer Context setting and select the Enabled checkbox.
- Click Save.
To see the change, agents currently working on tickets must hard-refresh the agent interface by Shift-clicking their browser's refresh icon.
To learn more about the customer context panel, see Viewing customer context in a ticket.
4 Comments
Thanks! This is really useful. Ideally, I am missing the option of limiting the default context setting to certain groups (even better if you can set it up for to more than one group, and also for particular agents)
It took a moment to find in the agent view, so I thought I'd point this out:
ctrl alt ,ctrl alt .Thanks for sharing Allen!
I'll see if we can get this article updated to add these keyboard shortcuts :)
Thanks Allen and Brett, the shortcuts are now added to the article. That's a great tip!
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