Using the context panel in the Zendesk Agent Workspace

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17 Comments

  • Kalle Windefalk

    This looks great =). 

    Is the Knowledge view an integrated part in support now or is it still the knowledge center app?

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  • Pat S

    Hi,

    This looks great. My company uses our apps all the time. We will be able to have the apps automatically load by default or will agents have to select the apps button every time we select a new/open ticket? Thanks!

    2
  • Ahn Letran
    Zendesk Customer Care

    Hey, Pat!

    Thanks for your input here. When I checked this on my end, it seems to open the Apps automatically once I selected it, whenever I open a new ticket on my window. Most likely this is the behavior we're expecting out of the context panel, whichever view/icon is chosen, it's the one to open everytime.

    Cheers!

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  • Lila Kingsley

    Thanks Ahn, I had the same question as Pat about the apps. 

    Would be great if there was a way to control the behavior (i.e. always default to apps, knowledge or user info) rather than letting the user decide.  We need our ticket sidebar apps consulted on every interaction.

    Also wondering if there are any configuration options--i.e. can we move the panel to the left side of the ticket.  This is where the user/interactions are for us today (as a non agent workspace enabled account) and the apps are on the right so it's not an either or thing as it seems it will become in Agent Workspace.  To be honest, that is a bit of a "con"/detractor for us enabling the workspace.

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  • Dave Dyson
    Zendesk Community Manager

    Hi Lila,

    As Ahn mentioned above, once an agent selects a panel option (closed, or open to User, Knowledge, or Apps), that option will persist from ticket to ticket, even when the agent logs out and logs in again.

    There isn't a way to configure the location of the context panel, however. We hope that the benefits will outweigh the challenges that come from change, but we're always open to feedback in our Feedback on Support topic.

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  • Josh Smith

    We're building out a new version of our internal support Zendesk and want to take full advantage of the context panel.  Is there any way for it to include information from custom user fields?  Would love to have information like a person's title, department, and all that available at a glance.

    1
  • Cheeny Aban
    Zendesk Customer Care

    Hi Josh,

    Custom user fields do not reflect on the context panel yet. We understand your need for this functionality so I am marking this ticket as Product Feedback. I suggest that you create a post on our Support Feedback Page regarding the customization of the context panel. Threads 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 the most helpful things to share to help our product teams understand the full scope of the need when working on solutions.

    We truly value customer feedback and your voice and votes in the product feedback topics in the community help influence future Zendesk functionality.

     

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  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Very excited about being able to resize the context panel!!! Do you happen to know if there are plans to do the same for the left-hand side of the ticket? We'd love to be able to expand or contract there as well!

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  • Óskar Ómarsson

    Dave Dyson I just wanted to leave my feedback on this, first of all this option just isn't persistent. Secondly even though this option would persist properly this isn't enough.

    Steps to reproduce that this isn't persistent:

    1. Open a ticket
    2. Click the Customers icon on the left
    3. Open any customer card
    4. Go back to you ticket

    Now the context panel is closed and will remain that way on the next ticket you open.

    And why isn't a properly working persistency of this option enough? Agents are only human, they make mistakes, close this for what ever reason or who knows, we need the interface of Zendesk to serve our business goals properly and one of the tools that I really liked when we were evaluating Zendesk was the Interactions history, that just isn't useful if it is hidden away. I just need to to be opened up at time of ticket being opened.

    Best regards
    Oskar

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  • Kalle Windefalk

    I totally agrees with Oskar

    2
  • Dave Dyson
    Zendesk Community Manager
    Thanks Óskar, and since you've posted to our product feedback topics already as well, Kate and anyone else who agrees, please go upvote and add your comments to Óskar's post here: Force context panel to be open
     
    1
  • Chris Tomkins
    Zendesk Product Manager

    Heather Rommel Allowing you to expand/contract the left hand side is next on our journey to enable more flexible layouts, expect to see this coming soon. 

    1
  • Riah Lao

    Hi,

    Is it possible to open the Apps from the context panel by default instead of the User info?

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  • Dane Adriano
    Zendesk Customer Care

    Riah Lao,

    As what has been discussed by Ahn and Dave, the option in the Context Panel will be retained once you have opened a new ticket. As it turns out, there's not option yet to have it default to a certain option.

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  • Óskar Ómarsson

    Dane Adriano this isn't really true, there are cases where this context panel will be closed and will remain such until the agent opens it up again manually.

    Even if that would work perfectly, that doesn't really solve the issue at hand, some agents will always forget to open this context panel.

    Here is a very easy way to reproduce this unreliability:

    1. open a ticket
    2. open the context panel
    3. click "Customers" icon on the left
    4. click any customer
    5. now go back to your ticket and the context panel is closed and will remain so until you open it manually again.

    This behaviour isn't really a big thing on it self, but when this this is something that some of us actually feel like should have the ability to be forced open at all times this makes this buggy behaviour a bit bigger deal.

    Best regards
    Oskar

    1
  • Dane Adriano
    Zendesk Customer Care

    Óskar Ómarsson,

    Thank you for providing the complete steps to replicate the issue. For any unexpected behavior within our product, it will be better to contact support for one of our Advocate to investigate further. 

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