This article describes how to view customer context in the context panel, including additional user profiles and events from applications other than Zendesk. You must have the Agent Workspace to use the context panel.
This article includes the following sections:
- About customer context
- Displaying customer context in a ticket
- Using the user essentials card
- Viewing interaction history
- Using pages viewed
- Viewing device information (live chat and messaging)
Related articles
About customer context
To provide better, faster, and more personalized responses to customers, you can view customer context in a ticket. By default, customer context includes:
- A user essentials card with details about the support requester, including contact information, time zone, and language.
- Interactions with a list of recent conversations, tickets, and and other related events from the requester. Agents can use this to better understand what the requester needed help with recently.
- Pages viewed which displays the 20 most recent account web pages or help center articles viewed by the requester. Formerly known as Visitor Path.
- Device information For live chat and messaging, displays useful device information associated with the user, including location, IP address, device type, OS, and browser.
Additionally, if enabled by your administrator, customer context can include additional user profiles and interaction history (events) from applications other than Zendesk.
Displaying customer context in a ticket
When viewing a ticket , you can open the customer context panel to view more information about the support requester. The conext panel is closed by default.
To view customer context
- Click the User icon (
) on the side of the ticket. This opens customer context in the context panel.
Using the user essentials card
The user essentials card displays basic profile information about the ticket requester, including user name, contact information, social identities, organization membership, time zone, and preferred language.
You can make basic updates to the user essentials card. If allowed by an account administrator, you can also view the requester’s additional user profiles for integrated third-party applications.
(Professional plans and above) If configured by an admin, the user essentials card may display additional information about the ticket requester. This information can include additional contact information, or custom fields, such as a membership ID.
![](https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customized_essentials_card.png)
Updating the user essentials card
You can update the user essentials card by adding a note, or editing the requester’s Zendesk user profile.
To add a note to the user essentials card
- Click the User icon (
) on the side of the ticket. This opens customer context in the context panel.
- In the user essentials card, enter your comments in the user notes text editor
(
). Text added here becomes part of the requester’s profile and is not associated with the specific ticket.
To edit the requester's profile
- Click the User icon (
) on the side of the ticket. This opens customer context in the context panel.
- In the essentials card, click the view more details icon (
). This opens the profile page. See Viewing a user’s profile in Zendesk Support to learn more about the information in the profile.
Viewing additional user profiles
Depending on which applications your account supports, your customers may have more than one user profile. For example, your customer may have a Shopify user profile in addition to their Zendesk user profile. To help you resolve customer issues, it can be useful for you to see each profile.
This option is only available if enabled by an account administrator.
To switch between profiles
- Click the User icon (
) on the side of the ticket. This opens customer context in the context panel.
- In the essentials card, click the Profiles menu icon (
) next to the user’s name and select the profile you want to view.
- If there are more than 10 fields in the profile, you can click View
all at the bottom of the list to see a full description. Click View less to
collapse the list.
Viewing interaction history
Interactions list the requester’s recent Zendesk user events, as well as events for any other integrated applications. You can view or preview the tickets in this list, and filter the interactions to locate specific events.
Viewing a ticket in the interaction history
- Click the User icon (
) on the side of a ticket. This opens customer context in the context panel.
- Hover over the title of any ticket in the interaction history to see a preview, or
click the ticket title to open the ticket.
If a ticket displays the subject "Incident," this means that the ticket was created with no subject.
Note: Archived tickets are excluded from the interaction history. For information about how to view archived tickets, see About ticket archiving.
Filtering interactions (user events)
Your customers may have interactions for more than one application. To help you resolve customer issues, it can be useful for you to filter user events by application or event type.
To filter interaction events
- Click the User icon (
) on the side of the ticket. This opens customer context in the context panel.
- In Interactions, click the filter icon (
).
- Use the drop-down top select the events you want to view.
You can view:
- All events for all applications
- All events for a specific application
- A specific type of event for an application
- To clear the filter, click the refresh icon (
).
Using pages viewed
Customer context also includes Pages viewed (also called visitor path), which displays the 20 most-recent web pages, app screens, or help center articles viewed by the requester. Tracking begins when an end user first lands on any page with a Web Widget or mobile SDK embedded in it, and only pages with a widget or SDK embedded are recorded. The list is updated in real time – it shows what the requester is currently viewing, and updates if they move to another page, screen, or article.
The chat visitor path persists only while a chat session is active. This is because the visitor path loses significance when a chat session ends. In Messaging, the visitor path persists across sessions.
To view the pages viewed list
- Click the User icon (
) on the side of the ticket. This opens customer context in the context panel.
- In Pages viewed, click the down arrow (v) to expand the list.
This displays the web pages, app screens, or help center articles the requester has viewed, including what the requester is currently viewing, that meet the criteria listed above.
- If the customer is using the Web Widget to conduct the conversation, click any link in the list to open the pages they have viewed. A path in a conversation initiated via a mobile SDK does not include active links.
- If there are more than three events in the list (or more than 10 for live chat conversations), click the View all link at the bottom of the visitor path to see an expanded list, with a maximum of 20 events.
The warning banner (live chat only)
The Chat path may also display a warning banner, alerting the agent to a discrepancy between the visitor's existing profile and the data collected in a pre-chat form. This banner is informational-only. See Understanding the warning banner in the customer context panel for more information.
Viewing device information (live chat and messaging)
When the device information activated in the Agent Workspace, agents can view it in the customer context in the context panel. Device information is view only.
To view device information
- Click the User icon (
) on the side of the ticket. This opens customer context in the context panel.
- Expand the Device information section.
- (Messaging tickets only) Click the reload icon (
) to refresh the information.
49 comments
Megan Oksendahl
Is there any way to include page views in any business rules? I'd like to use business rules to update tickets if a fan is able to successfully checkout after interacting with our team, which is tracked within the interactions - within the timeframe before a ticket is closed.
Thanks
0
Aubree
Hello Megan,
It looks like adding the "Page Views" as a condition in any business rules is not possible at the moment.
I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
In addition, I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds.
Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning. Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions.
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
0
Efrat Barak Zadok
Hi, I am here to ask again when can one expect to dee data related to End user information such as location, browser, device, and IP.
Also, is there a way in the customer context to see previous tickets (no matter what's their source )?
Thanks!
0
Judd Higgins
Dane The Events API you linked here; https://support.zendesk.com/hc/en-us/articles/4408829170458/comments/5522042156314 takes us to a 404. Can you please update the link for us? Thanks!
0
Destiny
I believe this is the link that my colleague Dane shared on the other community posts https://developer.zendesk.com/api-reference/ticketing/users/events-api/events-api/. Let me know if you find it helpful. Cheers~!
0
Elaine Tan
Zendesk, could you answer to @Anna Billings comment dated July 21, 2023.
Our account is experiencing a similar issue with "Interactions." We can't view the entire interaction history, even though the User Profile displays a long list that isn't appearing in the interactions section.
Question: Is there a limit to full parameters around which past interactions will show up?
This is what we see under the Interaction List:
This is what we see under the User Profile:
0
Tim McLean
Hi Elaine Tan
You see a difference in the list of tickets because archived tickets are excluded from the interaction history, whereas the User Profile page includes all tickets, including those archived.
We are tracking customer feedback to provide more information in Interaction History, so we appreciate you providing it.
Thanks,
Tim
0
Lydon McGrane
Hi,
We need to be able to see what device and browser a customer is using in Agent Workspace. I notice this was flagged a couple of years ago and hasn't been addressed yet, with follow-up requests in this thread being ignored by Zendesk staff.
Please advise?
0
Destiny
Thank you for reaching out and for your continued patience. We understand the importance of being able to see what device and browser a customer is using in the Agent Workspace for your operations. I'm pleased to let you know that we have indeed taken note of this feature request, and our development team is currently working on implementing this functionality.
While I'm unable to provide a specific timeline for its release at this moment, we are committed to enhancing your experience with our platform. We greatly appreciate your suggestions and can assure you that this enhancement is on the way. Please keep an eye on our updates and announcements, as we will notify our users promptly once this feature is available.
Once again, thank you for your feedback, as it drives us to continuously improve our service. Should you have any further ideas or questions, please don't hesitate to get in touch.
0
Nikolay Atanasov - Support
Hi,
I have a question regarding the ‘Interactions' section. Based on my observations, it seems to be solely linked to the Essentials card's email address. However, we typically create separate Internal tickets for end users for reviews. Therefore, my question is: Is there a method to filter these internal tickets into the "Interactions' section? We Also use the app ‘Ticket history,’ but it does not filter content outside of the Essentials card.
Could you suggest any other workaround? This would greatly assist us in our work.
Thank you in advance!
0
Dainne Kiara Lucena-Laxamana
Hi Nikolay Atanasov - Support
We currently don't have a workaround for it at this time, unfortunately. So that is something I advise you to provide your feedback on our community where our Developers and product managers can see. https://support.zendesk.com/hc/en-us/community/topics/1260801325369--Feedback-Ticketing-System-Support-
0
Kurdish Agent 5
Can I have all this information in a report?
0
Dainne Kiara Lucena-Laxamana
Hi Kurdish Agent 5 ,
I don't think there's a built-in way to do that for now. But can you post your use case to our Feedback on the ticketing system (Support) topic, using this template to format your feedback?
0
Domains Director
Hi, using the Agent Workspace for chat tickets, we need to be able to see our client's location and IP address, essential information that many chat platforms provide, and that your Chat App used to provide.
I notice this is commonly requested here and hasn't been addressed yet.
Please advise? Thanks. Loreto.
0
Dainne Kiara Lucena-Laxamana
Hi Domains Director ,
That's still available in Agent Workspace but just in a different place - the Ticket Events. Check this guide out for reference
0
Anton Verhelst
What is RECENT? The article mentions it only shows recent articles, but does not mention the time frame of recent.
0
Joseph Bear
The “Pages viewed" section is not showing up for me in the Customer Context panel. One of my team members is able to see the Pages viewed section; even when we look at the same ticket, she's able to see Pages viewed, but I'm not. Is there a reason this wouldn't be showing up for me?
I'm including an image below as an example. For this same user, my teammate is able to see the Pages viewed section, but it doesn't appear for me.
0
Jahn
Aimee Spanier - is there a chance we can have the copy button under External ID field as well in the context panel?
0
Nick S
Is there any way to see beyond the 20 most recent pages/help centre articles viewed?
0