Configuring the context panel in the Zendesk Agent Workspace

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Quick Look: Admin Center > Workspaces > Agent tools > Context panel

The Zendesk context panel in the Zendesk Agent Workspace provides valuable information you can use to get a better understanding of your customer and solve tickets quickly. For more information about how agents use the context panel, see Using the context panel in the Zendesk Agent Workspace.

This article provides an overview of the type of information admins can configure in the context panel.

Related articles

• Viewing customer context in a ticket

Configuring the context panel

The features included in the context panel vary depending on the features available in your account. You must have the Agent Workspace to configure the context panel.

To view context panel settings

• In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.
  A list of context panel settings appears. Features that admins can configure for the context panel include:

  Feature	Description
  Knowledge	Knowledge automatically searches your multiple knowledge bases for answers related to the current conversation. To use Knowledge, your account must have Zendesk Guide or Zendesk Suite. See Configuring Knowledge in the context panel.
  Intelligence (legacy)	Intelligence shows the ticket's intent, language, and sentiment predicted by intelligent triage. It also shows the top three suggested macros based on the content of the ticket. See Turning on and configuring Intelligence in the context panel. Note: This is a legacy offering. If you have agent copilot activated in your account, these features appear directly in the main ticket interface, not in the Intelligence panel.
  Side conversations	Side conversations enable agents to easily acess and manage side conversations within the context panel, instead of the main ticket interface. See Activating and deactivating side conversations in the context panel.
  Device information (live chat and messaging)	Device information shows important details about devices customers use to send messages, including location, IP address, device type, and more. See Configuring end-user device information in the context panel
  Third-party user profiles and events	Customer context for a ticket requester can include additional user profiles and events from third-party applications that are integrated with Zendesk. See Adding Sunshine user profiles and events to customer context in a ticket.
  Shared app shortcuts	Admins can create app shortcuts as part of a custom ticket layout and share them with agents via the context panel. See Managing app shortcuts.
  Merge suggestions	Merge suggestions shows tickets that could be merged with the ticket the agent is currently working on. Based on the ticket an agent is viewing, the panel displays tickets submitted by the same requester two weeks before and after the current ticket was created. See Turning on merging suggestions.