| 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.
9 Comments
Any ETA?
We planned to use it already, a bit premature :)
Hey Tommy
The rollout is currently in progress and will be completed over the next 2 days. Please check back then!
Hi,
any plan to enhance it with Org fields? I was hoping to see Org Fields for "Partner Status" like Gold / Silver in the card, but seems not supported yet.
Thanks.
Tobias
What a great update.
One thing: when multiline user field has link - it is clickable in the user profile, but not clickable in the essentials card. Can it be fixed? It would drastically improve the usability of this update for us
I second Tommy's point.
We use links within multi-line customer fields. They are clickable within the full patient profile, but not within the essentials card. Can we fix this?
needs to be in organization fields, too
Also, it should update automatically, without page refresh.
Example:
I have Custom Field on essentials.
When I open a ticket and trigger update the value of Custom Field, I will see an old value if I will not close the ticket or refresh Zendesk. I should see the new value as it updates in the field.
Hi all,
Thanks so much for the early feedback!
Tobias Hermanns and Nicholas Bromley, thanks for the feedback re clickable links. I can see why this would be valuable. I'll talk to my team about it and round back when I have an update.
Tobias, we don't have any active plans to refresh the essentials card when a field is updated. if that changes I'll update here.
Bobby Koch, I'm glad to report that we intend to bring org fields to the Essentials Card. We aim to release this change in early 2024.
Hi all,
I have an update on clickable links.
We intend to release a small change that will cause URLs in both text fields and multiline text fields to render as clickable links in the essentials card. We're hoping to get this out in the next few weeks. I'll round back when it's live.
Thanks again for the feedback. It helps us get useful changes like this prioritised.
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