Viewing customer context in a ticket

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50 Comments

  • Lila Kingsley

    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?

    8
  • Dustin King

    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?

    8
  • Jack Harrison-Sherlock

    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? 

    4
  • Pedro Rodrigues

    Nice feature, love how the interface makes it seamless to move between ticket and user data.

    Some feedback and questions:

    • For some reason, our custom user fields aren't appearing? These contain crucial data we pull via web service to help our agents, and we'd like to have them displayed in the essentials card.
    • Even better, I'd like the option to select which user fields appear to the agent. For example, the essentials section displays user tags, which is something that confuses our agents. (Is there a way to hide this?).
    • Feature request (1): ability to display custom user fields w/ visibility options (show always or only if has value) + add quick-copy click button to all that are text/regex.
    • Feature request (2): something like contextual workspaces but for the user profile fields.

    Thanks in advance, also @Jenn for the update regarding interaction history rollout.

    4
  • Ксения

    Hi!
    Nice feature, i have some wishes:

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

    3
  • Terry Knox

    We also don't seem to have interactions showing. 

    3
  • Thomas D'Hoe
    Community Moderator

    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

    3
  • 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
  • Swarnava

    Nice feature. Would be very helpful if you add small count for number of Open/New tickets of requester. 😄

    3
  • Amy Waugh

    same here

    2
  • Dylan Cunniffe

    Yup, same here. While some are showing the interactions most are not.

    2
  • Jennifer Vargas
    Zendesk Product Manager

    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.

    2
  • David Thair

    Not seeing interactions either, even for people who definitely have lots of interactions...

    2
  • Gaëtan Tobie-Echeverria

    Same here, nothing displayed while I have a tons of tickets for interactions with one user.

    2
  • Thomas Barnisch

    Same here...

    2
  • Harrison Crerar

    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?

    2
  • Steve Filer

    Same for me...

    2
  • 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
  • Guy Raz

    Hi Zenesk Team!

    Is there any way to display the last 10 interactions with the same organizations, and not only for one user?

    1
  • Jennifer Vargas
    Zendesk Product Manager

    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!

    1
  • Nick Haddad

    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?

    1
  • Timur A.

    The same question as Lila asked - we see nothing in the interactions field.

    1
  • Pablo Rodriguez

    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
  • 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
  • Michael McMahan

    Having count numbers for the amount of tickets per status like in the User Data app would be amazing

    1
  • Yann Souetre

    +1 No interactions displayed :(

    1
  • 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
  • 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
  • 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,

    1
  • Heather Rommel
    Community Moderator

    Will this feature be included in our current plans? If so, which one(s)?

    1

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