This article describes how to view customer context in a ticket, including additional user profiles and events from applications other than Zendesk. It also describes how to view customer context in the Zendesk Agent Workspace.
This article includes the following sections:
- About customer context
- Viewing and editing customer context
- Viewing additional profiles and events in customer context
- Viewing customer context in the Zendesk Agent workspace
- Using shortcuts to view customer context
Related articles
About customer context
To provide better, faster, and more personalized responses to customers, you can view customer context in a ticket. By default, 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 recent tickets submitted by the requester (or other related events). You can use this to better understand what the requester needed help with recently.
Additionally, customer context can include:
- In the Zendesk Agent Workspace, customer context also includes a chat visitor path with a list of websites a chat requester has visited.
- If enabled by your administrator, customer context can include additional user profiles and interaction history (events) from applications other than Zendesk.
Viewing and editing customer context
When you’re working on a ticket, you can view customer context to get more information about the ticket requester.
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. - You can 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 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.
Archived tickets are excluded from the interaction history. For information about how to view archived tickets, see About ticket archiving.
Viewing additional profiles and events in customer context
When enabled by an administrator, customer context for a ticket requester can include additional user profiles and events for third-party applications that are integrated with Zendesk.
Switching between profiles
Depending on which applications your account supports, your customers may have more than one user profile. For example, your customer may have a Shopify user profile in addition to their Zendesk user profile. To help you resolve customer issues, it can be useful for you to see each profile.
To switch between profiles
- In a ticket, click the customer context tab (
) on the upper-left side of the ticket properties panel.
- Click the Profiles menu icon (
) next to the user’s name and select the profile you want to view.
If there are more than 10 fields in the profile, you can click View all at the bottom of the list to see a full description. Click View less to collapse the list.
Filtering interactions (user events)
In addition to multiple user profiles, your customers may have an interaction history for more than one application. For example, your customer’s interaction history may have Shopify user events in addition to Zendesk user events. To help you resolve customer issues, it can be useful for you to filter user events by application or event type.
To filter events
- In a ticket, click the customer context tab (
) on the upper-left side of the ticket properties panel.
- Open Interactions to view a list of events.
By default all user events appear in the interaction history.
- To filter the events, click the filter icon (
).
- Select the events you want to view.
You can view:
- All events for all applications
- All events for a specific application
- A specific type of event for an application
- To clear the filter, click the refresh icon (
).
Viewing customer context in the Zendesk Agent workspace
If your administrator has enabled the Zendesk Agent Workspace, you can toggle between the User (customer context) panel and the Apps panel in the ticket sidebar.
In addition to user profiles and interactions, customer context in the Zendesk Agent Workspace also includes a chat visitor path. The visitor path shows the path of a requester during a LIVE chat.
To view the visitor path during a live chat
- In a ticket, click the User (customer context) panel on the right side of the ticket.
- Click the down arrow (v) to expand the Chat visitor path.
The visitor path shows a list of websites the requester has viewed, including the website the requester is currently viewing. This path gives agents a better understanding of their customer's journey throughout their products.
- Click any link in the visitor path to see pages the user has visited.
If there are more than 10 events in the list, you can click the View all link at the bottom of the visitor path to see an expanded list, with a maximum of 20 events.
Using shortcuts to view customer context
You can use the following keyboard shortcuts to toggle between the ticket properties panel and the customer context panel.
- On Mac: control + option + ,
- On Windows: Ctrl + Alt + ,
- On Mac: control + option + .
- On Windows: Ctrl + Alt + .
51 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!
Please sign in to leave a comment.