Showing the customer context panel by default in the ticket interface (standard agent interface)

Return to top
Have more questions? Submit a request

9 Comments

  • Jorge Moreno

    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)

    0
  • Allen Hancock

    It took a moment to find in the agent view, so I thought I'd point this out:

     

    • The panel can be switched to the Context Tab using:    ctrl alt ,
    • The panel can be switched to the Ticket Tab using: ctrl alt .

     

     

    1
  • Brett Bowser
    Zendesk Community Team

    Thanks for sharing Allen!

    I'll see if we can get this article updated to add these keyboard shortcuts :)

    1
  • Rob Stack
    Zendesk Documentation Team

    Thanks Allen and Brett, the shortcuts are now added to the article. That's a great tip!

    0
  • Kalle Windefalk

    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

     

    0
  • Devan - Community Manager
    Zendesk Community Team

    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. 

    0
  • Kalle Windefalk

    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". 

     

    0
  • Andreas Falklund

    Hello, im having issues finding this actual setting in the admin mode.

    I can find my way to Team > team members, but from here, i cannot find the Default to Customer Context setting?

     

    Please advice!

    Regards - Andreas

    1
  • Beau Padesky
    Zendesk Customer Advocate

    Hello Andreas,

    The instructions listed apply to the standard agent interface. If you're not seeing the settings as indicated, your account is likely on Agent Workspace. You can check this by navigating to Admin>Settings>Agents and confirming if the "Enable Agent Workspace" option is checked.

    If so, see Viewing customer context in the Zendesk Agent Workspace for instructions pertinent to your configuration type: https://support.zendesk.com/hc/en-us/articles/360001851187#topic_ehg_1qz_vkb

    Beau | Customer Advocate

    Ask our Zendesk Community

    0

Please sign in to leave a comment.

Powered by Zendesk