This article describes how to view customer context in the context panel, including additional user profiles and events from applications other than Zendesk, in both the Zendesk Agent Workspace and standard agent interface.
The Agent Workspace and standard agent interface share many of the same features. Features that are only available in one workspace are indicated in this article as needed.
This article includes the following sections:
- About customer context
- Displaying customer context
- Using the essentials card
- Using the interaction history
- Using pages viewed (Agent Workspace only)
- Using shortcuts to view customer context (standard agent interface only)
- Using the context panel in the Zendesk Agent Workspace
- Adding Sunshine user profiles and events to customer context
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:
- An essentials card with details about the support requester, including contact information, time zone, and language.
- An interaction history 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 (Agent Workspace only), which displays the 20 most recent account web pages or help center articles viewed by the requester. Formerly known as Visitor Path.
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
When viewing a ticket in the Agent Workspace or standard agent interface, you can open the customer context panel to view more information about the support requester.
In the Agent Workspace, the context panel is closed by default.
To view customer context in the Agent Workspace
- Click the User icon ( ) on the right side of the workspace. This opens customer context in the context panel.
In the standard agent interface, tickets open with ticket properties showing, unless customer context is set as the default by an administrator.
To view customer context in the standard agent interface
- Click the customer context tab () on the upper-left side of the ticket properties panel.
Using the essentials card
The essentials card displays basic profile information about the support requester, including username, contact information, time zone, and preferred language.
Updating the essentials card
You can update the essentials card by adding a note, or editing the requester’s Zendesk user profile.
To add a note to the essentials card
- Open customer context and 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 edit 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
- 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.
Using the interaction history
The interaction history lists 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
Hover over the title of any ticket in the interaction history to see a preview, or click the ticket title to open the ticket.
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 an interaction history 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
- 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 (Agent Workspace only)
To view the pages viewed list
- 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.
Using shortcuts to view customer context (standard agent interface only)
In the standard agent interface, you can use the following keyboard shortcuts to toggle between the ticket properties panel and the customer context panel in a ticket.
- On Mac: control + option + ,
- On Windows: Ctrl + Alt + ,
- On Mac: control + option + .
- On Windows: Ctrl + Alt + .