|Announced on||Rollout starts||Rollout ends|
|June 27, 2023||July 02, 2023||July 04, 2023|
Zendesk is excited to announce that the user essentials card in the context panel is now configurable for customers on Enterprise plans and above.
This announcement answers the following questions:
What is changing?
Currently, the essentials card in the context panel in the Agent Workspace shows a fixed set of the ticket requestor’s user fields to agents.
Now, admins can configure the essentials card by adding, deleting, and reordering standard and custom user fields within the card. This allows admins to put the most important information about the ticket requester in front of agents.
Why is Zendesk making this change?
We heard from our customers that displaying the most relevant customer information to agents is critical for agent productivity. The configurable essentials card gives agents a unified view of the customer without leaving the Support ticket.
What do I need to do?
You can configure the essentials card in Admin Center. To learn more, see Configuring the essentials card.