To provide better, faster, and more personalized responses to customers, you can view customer context in a ticket. Customer context includes:
- An essentials card with details about the ticket requester, including contact information, time zone, and language.
- An interaction history with a list of the last 10 tickets submitted by the requester (or other related events). You can use this to better understand what the requester needed help with recently.
To view customer context:
- In a ticket, click the customer context tab (
) on the upper-left side of the ticket properties panel.
Note: Tickets open with ticket properties showing, unless customer context is set as the default. - Click the notes icon (
) if you want to add notes to the essentials card, or click the edit icon (
) to update the requester's profile.
When you add notes, the information becomes part of the requester's profile. They aren't just notes associated with the ticket.
- Hover over the title of any ticket in the interaction history to see a preview, or click the ticket title to open the ticket.
If the list of interactions is long (more than 10), you can click the View all link at the bottom of the interaction history to see a complete list of interactions. Archived tickets do not appear in the list.
You can use the following keyboard shortcuts to toggle between the ticket properties panel and the customer context panel.
To show the customer context tab:
- On Mac: control + option + ,
- On Windows: Ctrl + Alt + ,
To show the ticket fields tab:
- On Mac: control + option + .
- On Windows: Ctrl + Alt + .
41 Comments
Will this feature be included in our current plans? If so, which one(s)?
Hey Heather,
It looks like this feature will be included on all plan levels (Essential, Team, Professional, and Enterprise).
Let us know if you have any other questions :)
Nice feature. Would be very helpful if you add small count for number of Open/New tickets of requester. 😄
Hi Zenesk Team!
Is there any way to display the last 10 interactions with the same organizations, and not only for one user?
Hi there, The article mentions that this is defaulted to an enabled state - I can't seem to find where the setting for this is. Can I make this disabled temporarily?
Looks neat! Is there anyway to add custom user fields to the essentials card (especially being able to pick/choose which appear)? And possibly to edit them from there, similar to the notes field?
Are there any plans to open the API so we can port in custom information into the details section (not interactions) fed from our own sources?
How do we turn it off so we only see the ticket context?
Interaction history is blank for us--this article it makes it sound like it would show the last 10 tickets by the requester or "other related events", I assume other related events" means the events API EAP referred to in this article (https://support.zendesk.com/hc/en-us/articles/360001847687--admin-guide-Showing-the-Customer-Context-panel-by-default-in-the-ticket-interface).
Just to be clear, will nothing appear in interactions (even recent tickets) until the Events API is in GA?
Hi,
Nice feature! Thanks for this.
Would it be possible to integrate the "Patfinder app" in the interaction history part?
That would be nice, so we can see wich articles the end-user is searching on our helpcenter, right from the interaction History.
Thanks.
Thomas
The same question as Lila asked - we see nothing in the interactions field.
Same here, nothing displayed while I have a tons of tickets for interactions with one user.
Same for me...
Same here...
same here
We also don't seem to have interactions showing.
Yup, same here. While some are showing the interactions most are not.
Not seeing interactions either, even for people who definitely have lots of interactions...
I can click a link in the notes field in the user profile page, but I cannot click the same link the Customer Context Tab. Please add that functionality and the ability to pick what fields show up in the CCT.
Having count numbers for the amount of tickets per status like in the User Data app would be amazing
We've noticed that all of our Guests are showing as Edinburgh for the time zone, even for support channels without an EMEA presence. Is anyone else seeing similar information?
Hi Everyone,
We also have not Interactions history being displayed on our Zendesk Portal. Would appreciate an idea of when this might be addressed.
Thank you kindly,
Gretchen Terrio
No interactions history showing either. Also, the time zone seems to pick up the incorrect Time Zone. Our Contact time Zone is Melbourne but default to Canberra.
Can we have an update on these issues, please?
Thanks
+1 No interactions displayed :(
Thanks for your feedback, everyone! We've had to slow the rollout of the interaction history for some accounts. For these accounts, the essentials card should be available now with the full rollout of the interaction history happening over the coming days. I'll keep this thread updated with any changes.
Thanks Jenn
Nice feature, love how the interface makes it seamless to move between ticket and user data.
Some feedback and questions:
Thanks in advance, also @Jenn for the update regarding interaction history rollout.
Update on the rollout of the interaction history: It has now been rolled out to all customers and ticket history should begin populate beneath the essentials card. As always, thanks for your patience and continued feedback!
@jenn: Thanks for the update.
Can you please clarify how the hover is supposed to work on the tickets which appear there? I am seeing only a few comments on tickets where there are >1 comments. The hover window has a scroll bar but it is not enabled. Is this a bug?
@lila: The hover should display the first message and the latest message. Please submit a support ticket and we can take a closer look at the scroll bar behavior you're describing. Thanks!
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