Using the new customer profile page (beta)

Note: This article describes a new version of the user profile page called the customer profile page, which is in open beta. You're welcome to try it out and share your feedback. For information on the current profile page for customers, see Viewing a user's profile in Support.

Customer profile pages in Zendesk Support are getting a new look within the Zendesk Agent Workspace. The new page pulls together important data, actions, and context about the customer. Agents can focus on delivering support rather than collecting information from different places.

This change does not affect viewing team member profiles in Admin Center or viewing user profiles in the help center.

Important: To use this feature, Zendesk Agent Workspace must be activated on your account. See About the Zendesk Agent Workspace.

This article contains the following sections:

• About the customer profile page
• Turning on the customer profile page at the account level
• Turning on the customer profile page at the team member level
• Viewing customer activity
• Viewing customer tickets
• Viewing related tickets, users, and organizations
• Editing customer profiles

About the customer profile page

With the new experience, when you open a customer profile page, you see the following:

• A banner with the option to turn the new experience on or off.
• A static, non-editable Key details section. It includes important information about the customer and is meant to be easy to read, easy to consume, and something that you can scan quickly.
• Tabs for Activity, Tickets, Customer details, and Related.
• A list of the customer’s requested and CC’d tickets.
• Options to Merge customer or create a New ticket on their behalf.
• Additional record-level actions under an Actions drop-down.

Since this is a beta release, not all functionality is available yet. Here are some things to know before you decide whether to use this version of the new customer profile page.

• Zendesk Apps can’t control field values or field states (hidden or read-only) on the new page. If you’re using an app to control customer profiles, such as one that hides user fields, you shouldn’t turn on this beta version.
• Actions not yet available in the beta include upgrading the customer to agent and setting or resetting their password.
• Lookup fields are not yet included.
• The activity timeline doesn’t yet include page view events.
• In many cases, the events shown do not include historical data. In particular, it doesn't include previous help center and community events, or ticket events from before July 2022.

Turning on the customer profile page at the account level

Before anyone on your team can turn on and use the customer profile page, an admin needs to turn it on at the account level first. You can turn it off at any time.

To turn on the customer profile page at the account level

1. In Admin Center, click Workspaces in the sidebar, then select Agent tools > Agent interface.
2. In the Customer profile page section, select Activate Customer profile.

   The option is turned off by default.

3. Click Save.

Important: Zendesk Apps can’t be used to control field values or states in this beta. If you’re using an app to control customer profiles, such as one that hides fields, you should not turn on this beta version. You can review the apps you have installed on the My Apps page in Admin Center.

Turning on the customer profile page at the team member level

After the new customer profile page has been turned on by an admin at the account level, each team member (agents and admins) in your company needs to decide for themself whether they want to use the new experience. If you decide to use it, you need to turn it on for your personal account before you see any changes.

To turn on the customer profile page as a team member

1. Open a customer profile in Support (see Viewing a user's profile in Zendesk Support).

   If the new customer profile page has been turned on by an admin at the account level, the profile includes a box at the top left.

   

2. In the box, click Switch to the new profile experience.

When the new profile experience is turned on, a banner appears across the top of the page. You can go back to the old experience by clicking Switch back in that banner.

Viewing customer activity

You can view a timeline of the customer’s recent Zendesk user events, as well as custom events for integrated applications, from the Activity tab on the right side of the page.

The timeline displays up to 10 events listed in order of newest to oldest. Click Show 10 more to display the previous 10 events, if there are any.

For individual events, there’s a brief description, a timestamp, and the name of the system where the event happened. Click on an event to see more details about it.

In the beta, the Activity timeline doesn’t yet include page view events. It also doesn’t include previous help center and community events, or ticket events.

To view a customer’s activity

1. Open a customer profile in Support (see Viewing a user's profile in Zendesk Support).

   The Activity tab is open by default when you arrive on the customer profile. To revisit it later, click the Activity tab.

2. Click the drop-down filter menu to select the events you want to view.

   You can view:

   • All events for all applications (selected by default)
   • All events for a specific application
   • A specific type of event for an application

Viewing customer tickets

You can view a list of the customer’s tickets from the Tickets tab on the right side of the page. The information and capabilities are the same as in the current version of the profile page.

To view a customer’s tickets

1. Open a customer profile in Support (see Viewing a user’s profile in Zendesk Support).
2. Click the Tickets tab.
3. Click the drop-down menu and select the type of tickets you want to view.

   Requested tickets is selected by default. The other option is CC’d tickets.

Viewing related tickets, users, and organizations

From the Related tab on the right side of the page, you can view tickets, organizations, and other users with which the customer has a lookup relationship. For example, the organizations where the customer is selected as the Key Contact.

To view a customer’s lookup relationships:

1. Open a customer profile in Support (see Viewing a user’s profile in Zendesk Support).

2. Click the Related tab. All available lookup relationships are displayed.

3. Expand each lookup relationship by clicking the expand icon () on the right side.

4. If the user has any relevant relationships, the source object is listed.

Editing customer profiles

You can edit customer profiles from the Customer details tab on the right side of the page.

Note: You cannot edit customer profiles from the Key details section on the left side of the page.

To edit a customer profile

1. Open a customer profile in Support (see Viewing a user’s profile in Zendesk Support).
2. Click the Customer details tab.
3. If needed, expand the sections by clicking the expand icon () in each section heading.
4. Make your changes.

   For more information about the options in these sections, see Editable Customer Information.

5. Click Save.

Editable customer information

In the Customer details tab, you can both view and edit detailed information about the customer. Information that is editable in the current version of the profile page is also editable here.

Contact information

The first section on the Customer details tab includes the following information:

• Name: The customer’s full name.
• Primary email: The email address used for notifications sent to the customer. The email address must be unique to the user and must be verified (see Managing end users). If it’s not verified, a warning icon appears next to the label. Click the three dots to the right of the field for options to Resend verification, Send email, and Remove.
• Other email: An additional email address for the customer. If it’s not verified, a warning icon appears next to the label. Verification is not required for a non-primary email address. Click the three dots to the right of the field for options to Resend verification, Send email, and Remove.
• Phone (direct line): The main phone number associated with this customer (see Understanding how phone numbers are linked to end-user profiles). Click the three dots to the right of the field for the option to Remove this number.
• Phone (shared): A phone number associated with this customer that is also used by others (see Understanding how phone numbers are linked to end-user profiles). Click the three dots to the right of the field for the option to Make direct line or Remove this number.

To add additional contact information about the customer, click +Add contact information in the upper right hand corner of this section. Select the type of contact information from the drop-down list (Email or Phone number) and a new field appears for entering the new data.

More information

The second section on the Customer details tab includes the following:

• Language: The language the user views your instance of Zendesk Support in. The customer’s help center appears in the selected language. Some system messages and email notifications may also be in the selected language. This setting affects this user only.
• Time zone: The customer's local time zone, used to timestamp tickets submitted by this user. This setting affects this user only.
• Details: Optional additional details about the customer, such as address. Details are visible to agents only, not customers.
• Notes: Optional notes about the customer. Notes are visible to agents only, not customers.
• Tags: A list of tags automatically added to new tickets created by the customer. This is an optional feature and you might not be using user tagging. See Adding tags to users and organizations.
• Created: When the customer record was created in the system.
• Updated: When the customer record was last changed in the system.
• Last sign-in: When the customer last signed into the system with user credentials. It’s common for this to say “Never.”

Organizations

If you use organizations to manage users, a third section on the Customer details tab lists any organizations the customer belongs to.

Information about the organization itself (Domain and Number of users) is displayed but cannot be edited here. See Managing organizations for more information.

Click the three dots to the right of each organization’s row for the options to Make default or Remove for this customer.

To add an additional organization, click +Add organization in the upper right hand corner of this section.

Custom user fields

If you use custom user fields to capture information about customers, a fourth section on the Customer details tab includes those fields.