Viewing customer context in a ticket

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41 Comments

  • Ксения
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    Hi!
    Nice feature, i have some wishes:

    would be lovely to control which user fields are displayed. Especially interested in custom fields.

    3
  • Kristine Horn
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    Hello! Which of these customer fields, if any, are visible to the other Zendesk account if we share a ticket from the user?

    0
  • Alex Clausen
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    Hi, looks great with the timeline. Any plans for making it possible to include phone calls in the list.

    And does the list incl. tickets a user i CC on?

    1
  • Cassie Dederich
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    Is it possible to view tickets from other members of your organization within the interactions history list or just tickets from the requester?

    0
  • Jennifer Vargas
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    Hi Cassie - The interaction history is currently based on the individual requester. We're exploring support for Organizations, but don't have a timeline for that yet. We'll share any updates here.

    1
  • Camilla Nørgaard Christensen
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    Is there a way to customize the fields presented here? I have some custom organization fields set up that I would like to show up in the customer context/essentials card.

    Thanks! :-)

    3
  • Schuyler Weinberg
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    Do these shortcuts still work? I'm not able to get it to flip between ticket fields and context

    0
  • Conza
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    Planning to have an API made soon which puts in specific user fields from elsewhere; e.g. customer is a GOLD tier member, etc... so we can then run triggers off that customer information (e.g. SLA's, assign to X etc.)

    Is this possible? Has anything changed from how to do this previously? 

    Cheers

    0
  • Patrick Bosmans
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    Shuyler,

    The keyboard shortcuts should be working. If you are still not seeing this work after checking under your profile that they are enabled and attempting a cache clear on your browser, try sending a ticket to support@zendesk.com so that we might try to replicate the issue in your account.

     

    Conza,

    Custom user fields are available as conditions to be used in triggers.

    0
  • Kevin Miodek
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    Hello,

    What do you need to do to connect our API to Zendesk in order to personalise the interaction tab with our own data.

    I could not find any documentation so far.

    1
  • Nicole - Community Manager
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    Hey Kevin -

    This sounds like a good question to take over to the Zendesk Developer Community.

    0

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