Using the new customer profile page (beta)

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18 Comments

  • Thomas Verschoren
    Community Moderator

    Any word on supporting flexible sidebar apps for those new profiles?

    They currently still show the old interface, not flexible and boxed compared to the new UI that ticket sidebar apps get.

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  • CJ

    I'm not thrilled to see that user fields are being buried in a fourth tab. These changes are going to make it very difficult to surface the correct, recorded information in user fields about users, that our agents need to be able to easily see and access. 

    Will this change also impact the user information sidebar in tickets? I'm mildly concerned about this phrase and whether it applies to the ticket sidebar app as well: 
    "Information about the customer is no longer cramped in the sidebar. The new Customer Details tab provides generous space for managing customer data, including a new organizations table." 

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  • Brett Elliott
    Zendesk Product Manager

    Thanks for the question Thomas Verschoren. In short, yes. We're working on a new apps panel for the Customer Profile Page now, and it will be flexible. We will release the new apps panel before the page moves out of open beta. The team working on this are just getting started, so I can't comment on a release date yet.

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  • Brett Elliott
    Zendesk Product Manager

    Thank you so much for the feedback, CJ. The tab order is something that we're testing at the moment and paying great attention to. Am I right in assuming that your team's main use case for this page is viewing and updating the custom user fields?

    Will this change also impact the user information sidebar in tickets?

    No. This change has no connection with the customer context panel in the ticket experience. If you have feedback on the customer context panel I'd be very interested in that too. 

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  • Dan Cooper
    Community Moderator

    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.

    is there a consideration into making this editable (including custom fields)?  I think the definition of "key" details should be something we have to option of selecting since this would be subjective for each customer.

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  • CJ

    Hi Brett, 
    It's not about editing so much as being able to immediately first see any important notes, or custom fields, such as a VIP field. It's also extremely common and needed to be able to see the language. 
    In the new version, all of these things have been removed from the default view. I also see no way to return to the ticket you clicked through from. Will this be possible in the final version? Will there be any flexibility in allowing us to choose what shows in Customer Details vs what is in "More Information"? 
    Will this impact what admins can see for agent profiles as well as end-user profiles? 

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  • Brett Elliott
    Zendesk Product Manager

    Thanks for the question Dan Cooper. I completely agree, the Key Details section should be configurable and we are working towards that. I don't have a release date that I can share yet, but it is something that is actively being worked on and we're really excited about it. 

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  • Brett Elliott
    Zendesk Product Manager

    I'll address your questions one by one below, CJ. Please let me know if I've missed anything.

    I also see no way to return to the ticket you clicked through from. Will this be possible in the final version?

    Given a team member has navigated to the Customer Profile Page via a ticket, then they can navigate back to the ticket via the breadcrumbs at the top of the page. Please do let me know if you're after something different and I've misunderstood. Image below:

     

    Will there be any flexibility in allowing us to choose what shows in Customer Details vs what is in "More Information"?

    Yes. We're working towards making the key details section configurable. I don't have a release date to share yet, but we are actively working on this.

    Will this impact what admins can see for agent profiles as well as end-user profiles?

    No. The new experience is for viewing your customer (end user) profiles only. If you navigate to the profile page of a Team Member (agent, admin or account owner), then the existing User Profile Page will be shown.

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  • Tommy (Anatolii Binkovskyi)

    It looks like a great feature and improvement, but we have some issues preventing us from using new profile:
    1. There's no "Verify now" button for emails yet, which is very important to our customer support flow
    2. And we have found a bug, steps to reproduce:
    - open ticket from user with a primary email (primaryemail@test2.com) and secondary email (secondaryemail@test2.com)
    - from ticket open Profile - Customer details - Make primary for secondary email (secondaryemail@test2.com is now primary)
    - get back to ticket
    - new primary email displays correctly in User profile section, but in Public reply To tooltip old primary email is visible which is very disorienting for agents (screenshot attached)

    Also, feature request: Change of primary email should be reflected in Activity tab as it is very important part of user's data and interactions in tickets 

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  • Tommy (Anatolii Binkovskyi)

    A few more things:
    - At the tab 'Customer details' in the Organization section all the emails from the organization are visible. It is very inconvenient for Organizations with a huge amount of domains, it adds a lot of absolutely unnecessary scrolling. Domains list should be omitted or shrank on this page. 
    - Also, Custom user fields should be a separate tab and not a section of Customer details, which is currently overwhelmed with information. 

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  • Brett Elliott
    Zendesk Product Manager

    Thank you for the feedback, Tommy!

     

    There's no "Verify now" button for emails yet

    This is a bug. Thank you for pointing it out! One of our engineers is working to fix it now. It will be fixed today.

     

    Primary email change reflecting in the customer context panel but not on the tool tip

    Firstly, this is some expert level bug finding! Thank you so much for letting us know. I went through the reproduction steps and I noticed that the customer context panel reloads, where the page itself did not. This is likely causing the discrepancy. I'll pass this feedback onto the team that owns the Agent Workspace.

     

    Feature request: Change of primary email should be reflected in Activity tab as it is very important part of user's data and interactions in tickets

    Thank you for again for the feedback. We will consider this as we add more events to the activity timeline.

     

    At the tab 'Customer details' in the Organization section all the emails from the organization are visible. It is very inconvenient for Organizations with a huge amount of domains, it adds a lot of absolutely unnecessary scrolling. Domains list should be omitted or shrank on this page. 

    I agree. Thanks for pointing this out. I've added a task to our backlog to address this. I don't know yet when we'll be able to address it. I'll update here when I know.

     

    Custom user fields should be a separate tab and not a section of Customer details, which is currently overwhelmed with information. 

    I’m working with our design team now to improve the placement and visual treatment of the custom user fields section. I’ll update in the comments here when I have more information to share.

     

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  • Tommy (Anatolii Binkovskyi)

    Happy to help! Waiting for the fixes/updates :)

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  • Brett Elliott
    Zendesk Product Manager

    Tommy (Anatolii Binkovskyi), the fix for the Verify bug has been released. Thanks again for pointing that out. 

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  • Mohit Saigal

    What does suspend access and delete customer do? Is this something we can manage who has access to? I would not want to allow any agent to delete a customer or suspend access (assuming if only admin has access to this)

    Additionally merge customer - is there a way to unmerge if you accidentally merged? Is this search only by email or other data? Can this also be access driven?

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  • Brett Elliott
    Zendesk Product Manager

    Hi Mohit Saigal,

    Thanks for your questions. 

    Agents and Admins can suspend users. Suspended users can't sign in and any new support requests you receive from that user are sent to the suspended tickets queue. You can learn more about suspending access here.

    Agents and Admins can also delete users. There are two types of user deletion; soft deletion (deletes the user from the account, but does not permanently delete the user from the Zendesk database.) And hard deletion (permanently deletes the user from the Zendesk database, usually used for GDPR related purposes). You can read more about deleting users here.

    Merging users is a destructive action, which means the losing user is deleted and not recoverable. You can learn more about merging users here

    An agent's role controls if they have permission to edit an end user's profile page, which includes the ability to delete, suspend and merge users. There's currently no way to control access to these actions individually. Either an agent can make changes to the user's profile page or they can't. If you're on an Enterprise plan you have access to custom roles, which you can read about here. If you're on a Professional or a Team plan then you can learn more about roles and permissions here

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  • Mistyamber Reynolds

    Will I be able to surface my custom fields in the Key Details section? 

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  • Gabriel
    Zendesk Customer Care
    Hi Mistyamber,
     
    As of the moment, you cannot edit customer profiles from the Key Details section on the left side of the page. According to our product manager, the Key Details section should be configurable and we are working towards that so you'll be able to surface custom fields in this section.

    I hope this answer your question. Thank you! 
     
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  • Mistyamber Reynolds

    Gabriel that is fantastic news!  Thank you!

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