| Announced on | Rollout starts | Rollout ends |
| August 31, 2022 | August 31, 2022 | September 30, 2022 |
We’re pleased to introduce the new Customer Profile Page and Activity Timeline, an experience designed to help team members better understand end users in Zendesk.
What’s changing, and why?
The Customer Profile Page is focused on your customer’s interactions with your company, highlighted by the new Activity Timeline at the core of the experience.
This new design brings the entire customer relationship into focus, provides better context about the customer, and reduces the frequency with which team members have to leave Zendesk to do their job.
The Customer Profile Page has a completely new modern layout which improves accessibility, better utilizes the page width, and provides more scalability for data-rich customer profiles.
The list of key changes are:
- Activity Timeline: a chronological list of interactions your customer has had with your business. It provides team members with a level of context that helps them deliver personalized service to delight your customers.
- Key Details: The Customer Profile Page is a big page comprising multiple tabs, actions, and functions. To help keep team members centered, focused, and informed, we created a Key Details section that is consistently displayed while a team member navigates around the page.
- Ticket Table: We have retained the experience from the User Profile Page. The table lists all conversations that have happened between the customer and your support team.
- Customer Details: 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.
- Actions: The actions that can be taken on a user are now all conveniently located in one place. Actions at beta launch include merge customer, suspend access, and delete customer.
For more about the new page, see Using the new customer profile page (beta).
How will this affect me?
When viewing an end user’s profile page, if your account has the beta enabled, then team members can toggle between the current User Profile Page and the new Customer Profile Page.
Limitations of the beta:
- Cannot upgrade end user to agent
- Cannot set password
- Cannot reset password
- Apps cannot control field state and field values
If a team member needs to perform one of the above functions, they can easily toggle to the current User Profile Page.
How to access the beta
Only accounts on Agent Workspace can access the beta. See Activating and deactivating the Zendesk Agent Workspace for instructions on how to activate Agent Workspace.
To access the new Customer Profile Page, first an admin must enable the open beta. Then, team members may access the new experience via a toggle on the current User Profile Page.
At any time, an admin can simply switch access to the beta on or off. No data will be lost. The only thing that will change is the UI that team members use to access the data.
At any time, team members in an account with beta access can switch between the current and new experience.
18 Comments
Is the end of the rollout when the beta is over? Will we be forced to move to the new Customer Profile page at that time?
Hi CJ Johnson,
The "rollout ends" date refers to when the open beta will be available on all accounts.
The existing User Profile Page will continue to be available while we're in open beta and we don't have a date planned for moving out of open beta and retiring the old experience.
We'll be sure to update the community with plenty of warning if we do decide to retire the old experience.
Why is there no option to customize the "add user" pop-up box? All it asks for is a name and email. We are unable to keep our customer demographics up to date or completed with accuracy. This is the only system where I do not have first name, last name, email, phone, and organization as required fields to create a new user. Our agent are having to leave the ticketing screen, to go to users, look them up, then associate them with an organization in order for us to track which organizations are calling in. We cannot simply add a macro to add an organization tag; we have 1000s of organizations. This is a critical missing feature. Never ever seen a ticketing system that does not have requirements about customer intake.
Hi Jordan Moore,
This is a problem that we are exploring right now. Would you mind if I reached out to you directly to discuss further? I'd be very interested to learn more about your needs in this space.
Hello Brett Elliott,
How do I view or edit end user access to organization tickets in the new view? I can only do so by reverting to old view.
Hey Ahmed Zaid, James here from the product team.
At the moment the page is still in Beta, so it's missing some capabilities, such as setting end user access on the org. We're also evaluating some of the newer parts of the page before moving out of Beta - did you have any feedback about the new experience?
Thanks,
James
Thank you James Hanley for your response. No other feedback. Love the related tab. Will it include custom objects in the future?
Not sure if this is a bug or expected behaviour but looking at the Activity tab for a customer who has tickets going back to 2019, only as far back as May 2022 is shown and you can't scroll further. Even if I select All Time or set a custom date range for before May 2022, still nothing is shown before then.
Fiona Are you able to check on the tickets that are prior May 2022 and see if they are a archived tickets? The events log in the customer context panel also doesn't show ticket that are now 'archived'. I'm not 100% sure if it's expected behaviour, however that's how I understand ticket showing versus tickets not showing.
Tickets are marked as archived 120 days after they are solved from memory.
Jarrad Richards (Evolution CRM) I also thought about that but actually only two of his tickets are not archived (he has total 14 tickets). The context panel shows the correct number (2) but the Activity tab shows 3 (plus some article views that happened on May 30, 2022.
Hey Ahmed Zaid, I can confirm there are some changes forthcoming with Custom Objects, and yes they will eventually be part of the Related tab.
Hey Fiona, you've stumbled across another one of our beta limitations of the Customer Profile Page. As you may imagine, the historical ticket data of Zendesk is very large volume, for the Beta, we've implemented a limit on the total volume of tickets we have migrated into the system powering the Activity tab. You should expect to see the entire history of tickets, including archived tickets, prior to the page moving out of Beta.
I hope this helps.
James
I have just tried to use Assume Identity in the Beta version and have discovered it doesn't appear to be working. Unless there is something I am missing. I switched back to the original version and that is working okay.
Thanks for raising Ian Morgan, we'll look into this.
James
Hi James Hanley
Thank you. I have just tried it again and it seems to be working now. Not sure if you have changed anything at your end or if I was doing something wrong at my end. Thank you.
Ian
Thanks Ian Morgan appreciate the update. We were unable to replicate ourselves, so also unsure if something temporarily stopped working - as long as it works now.
James
Are there any plans to allow further customisation to this? Some of our teams store data in here and it would be great to allow conditional fields so there isn't constantly a list of fields where they're not required.
It'd also be great to have a couple of columns for the fields under Customer Details, there's a lot of wasted space on the right-hand side.
Thanks
Ollie
Agree with Ollie as there are wasted space in the new Customer Profile Page specifically in Customer Details.
James Hanley Brett Elliott - if we can possibly take a look on this so we can maximize the below space.
Some custom user fields can be placed in the space in red box instead of scrolling all the way to the bottom of the page.
Hi Ollie and Jahn Bronilla,
Thanks both for sharing. It's really helpful to get this feedback first hand.
I agree with you both. This page is too spaced out and too ridged. I'm glad to let you know that we're considering making significant changes to this page in 2024. I can't commit to anything at this stage, but I'll be sure to update here as soon as something is formally on the roadmap.
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