Adding Sunshine user profiles and events to customer context in a ticket

With Sunshine user profiles and events, you can add additional information to the customer context that agents see in a ticket. This article describes how an administrator can select Sunshine user profiles and events in Admin Center and include them in the customer context interface.

The article includes the following sections:

• Enabling Sunshine user profiles and events in Admin Center
• Selecting event types for customer context
• Selecting profile types for customer context

Related articles

• Viewing customer context in a ticket

Enabling Sunshine user profiles and events in Admin Center

First you enable user profiles and events in Admin Center, then you select which profiles and events to include in the customer context interface. To enable user profiles and events in Admin Center, choices are:

• Events and profiles API

  With the Sunshine API, you can use events to build a timeline of your customers’ interactions from any source and you can use profiles to create a single view of a customer across applications and systems.

• Zendesk events

  With Zendesk events, data flows from Zendesk products into Sunshine events and profiles. This data includes user profiles and certain interaction events from Support and Talk.

To enable user profiles and events

1. In any product, click the Zendesk Products icon () in the top bar, then select Admin Center.
2. Click the Sunshine icon () in the left sidebar.
3. To enable data coming from the Events API, click Events, then click Get started.

   For more information, see Getting started with Sunshine events.

4. To enable data coming from the Profiles API, click Profiles, then click Get started.

   For more information, see Getting started with Sunshine profiles.

5. To include Zendesk events, click Sunshine features, then select Zendesk events.
6. Save your changes.

Selecting event types for customer context

After you’ve enabled Sunshine user profiles and events, select which types of events to include in customer context.

To select an event type

1. In any product, click the Zendesk Products icon () in the top bar, then select Admin Center.
2. Click the Sunshine icon () in the left sidebar, then click Events.

   A list of events you’ve added to Admin Center appears.

   

3. Click the Show checkbox for any event you want to include in a user's interaction history.
4. Save your changes.

When an event of this type occurs in an application, it appears in the customer’s interaction history. For more information, see Viewing customer context in a ticket.

Selecting profile types for customer context

After you’ve added Sunshine user profiles and events, select which profiles to include in customer context.

To select a profile type

1. In any product, click the Zendesk Products icon () in the top bar, then select Admin Center.
2. Click the Sunshine icon () in the left sidebar, then click Profiles.

   A list of profiles you’ve added to Admin Center appears.

   

3. Click the Show checkbox for any profile you want to include in a user's customer context.
4. Save your changes.

The profile fields you choose to show appear in the customer’s essentials card. For more information, see Viewing customer context in a ticket.