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.
7 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!
I would like to have the option that your default tab always is defaulting back to the standard setting when selecting other tickets.
Once you've clicked the ticket tab, the ticket tab remains focused when opening other tickets (and vice versa). Agents forget about the interactions tab and it would be great if I could choose this forced method
Hello Kalle Windefalk,
When an agent clicks on the tab that displays the interactions of that ticket moving to the next ticket should automatically open displaying that tab. Your agents upon initial login might have to click on the tab for the first ticket the work on, but as long as they are navigating from ticket to ticket, this should remain as default. Do let us know however, if there is a more specific use case you are referencing.
Best regards.
Hi Devan - Community Manager and thanks for your quick reply.
"When an agent clicks on the tab that displays the interactions of that ticket moving to the next ticket should automatically open displaying that tab"
Yes, this is my problem =). I have selected the customer context tab as default so everyone starts with that view. Let's say the first ticket an agent handle need to be escalated to another group > Clicks the ticket view and take the next ticket > Returning back to customer context tab is forgotten and the agent risk to miss information from the interaction list. As a remedy for this I would like my standard choice to automatically reset for the next ticket. The default settings should in my opinion always be default and not only "default view when logging in".
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