Viewing customer context in a ticket

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50 Comments

  • Ксения

    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

    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

    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

    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
    Zendesk Product Manager

    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

    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

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

    0
  • Conza

    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
    Zendesk Customer Advocate

    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

    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 S.
    Zendesk Community Team

    Hey Kevin -

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

    0
  • James Brown

    Hi Amy/All,

    Would you say that this functionality would be Zendesks nearest equivalent to the ServiceNow functionality Special Handling Notes? https://tinyurl.com/y2ljhp5c

    Regards,

    James

    0
  • Brett Bowser
    Zendesk Community Team

    Hey James,

    I've not used the ServiceNow integration but judging from the documentation you provided I would say it's fairly similar. We would be able to support any issues that may come up using the customer context feature of course but the special handling notes integration is outside our wheelhouse.

    Let me know if you have any other questions :)

    0
  • Flavio Lira

    Hi!

    I understand archived tickets won't show on the customer context and we can live with that.

    Would it be possible, though, to at least let the agents know that there are archived tickets that are not showing in the context menu and give a link to open the end-user profile? A link that would show something like "View archived tickets on the end user profile".

    Having a record of the full interaction with the customer provides power to agents, and just because an interaction is over 120 days old, doesn't mean it's not relevant. If agents are not aware that there are archived tickets, then they won't be able to fully trust the customer context view.

    Thank you,

    2
  • Brett Bowser
    Zendesk Community Team

    Hey Flavio,

    Outside word of mouth there wouldn't be a way to provide a link to view archived tickets other than clicking on the user profile tab at the top left of the ticket. Otherwise, there may be an app within our marketplace that could accomplish this so it may be worth checking there: Zendesk App Marketplace

    Let me know if you have any other questions for me!

    0
  • Indra Utama

    Hi,

    Re this:

    "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 the full list of interactions. Archived tickets do not appear in the list."

    We can not see the "View all" link even though the customer has more than 10 tickets.(all of which are not archived yet).

    Do we miss some settings?

    Thank you,

    0
  • Fiona

    So I just found out that the "User Interactions" pane (and the "five most recent" app) don't show the archived tickets... surely the point of both of these features is to show the user interactions and the five most recent tickets (as implied in their names). If agents can't use these features to be informed about the user's history, what's the point of having them? Very frustrating we now have to add a step to check a user's profile before continuing with an interaction. Is there already a feature request in relation to this?

    1
  • Nicole S.
    Zendesk Community Team

    Fiona - I have not been able to find a feedback post specific to showing archived tickets in customer context. You are welcome to create one if you wish. 

    Indra Utama - I see that you're currently getting assistance with this issue in a ticket, which is the appropriate place as it sounds like it may be a bug. We'll continue helping you there. 

     

    0
  • Motorway

    Hi,

    Is there any way to add custom user fields to the customer contexts in the agent workspace?

    At the moment we only see name, email, and language, but desperately need it to show some custom user fields which will be pulled in via API. Otherwise, agents need to keep flicking to the end users full profile to see this data.

    Thanks

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Billy,

    If you're importing this data via the API, you may want to look into Sunshine user profiles mentioned here: Adding Sunshine user profiles and events to customer context in a ticket

    I couldn't find any way to display specific user fields in the customer context tab of a ticket but hopefully this helps point you in the right direction.

    Cheers!

    0

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