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
- In Admin Center, click the People icon () in the sidebar, then select Team > Team members.
- 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.