Showing the customer context panel by default in the ticket interface

Fastpath: Admin > Settings > Agents

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.

Tip: You can also type CTRL+ALT+, to switch to the customer context tab and CTRL+ALT+. to switch to the ticket properties tab.

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

1. Click the Admin icon () and select Setting > Agents.
2. Locate the Default to Customer Context setting and select the Enabled checkbox.
3. 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.

Note: The customer context panel will eventually display user events tracked by the Zendesk User Events API, which is currently in early access. For example, the panel might display when the user added and removed items from a Shopify shopping cart. To sign up for the early access program, see the User Events API community topic.