Agents can get a better picture of customers with the customer context panel in the ticket interface. By default, to view the panel, the agent clicks the customer context tab () on the upper-left side of the ticket properties panel.
You can make the customer context panel the default view of the properties panel. If you make the change, however, agents will have to click the ticket properties tab () to view the ticket information.
You must be an administrator to make customer context the default view.
To set the customer context panel as the default view of the properties panel
- In Admin Center, click the Workspaces icon () in the sidebar, then select Agent tools > Agent interface.
- Locate the Default to Customer Context setting and select the Enabled checkbox.
- Click Save.
To see the change, agents currently working on tickets must hard-refresh the agent interface by Shift-clicking their browser's refresh icon.
To learn more about the customer context panel, see Viewing customer context in a ticket.
Hello, im having issues finding this actual setting in the admin mode.
I can find my way to Team > team members, but from here, i cannot find the Default to Customer Context setting?
Regards - Andreas
The instructions listed apply to the standard agent interface. If you're not seeing the settings as indicated, your account is likely on Agent Workspace. You can check this by navigating to Admin>Settings>Agents and confirming if the "Enable Agent Workspace" option is checked.
If so, see Viewing customer context in the Zendesk Agent Workspace for instructions pertinent to your configuration type: https://support.zendesk.com/hc/en-us/articles/360001851187#topic_ehg_1qz_vkb
Beau | Customer Advocate
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