Cards provide agents on all plans with a preview of user and custom object records from the context panel in the Zendesk Agent Workspace. On Professional plans and above, admins can configure these cards to display certain fields so that only the most relevant information is displayed.
Configuring cards can improve your agents’ efficiency because it reduces the need to navigate away from the ticket they’re working on.
This article includes the following sections:
Accessing your cards
The Cards page in Zendesk Admin Center provides a list of your custom objects cards and the user essentials card. From this page, admins on Professional plans and above can configure which fields are included in the cards.
To open the Cards page
-
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Cards.
Considerations for the user essentials card
The user essentials card appears in the context panel in the Agent Workspace and displays information about the ticket requester.
Admins can add, remove, and reorder standard and custom user fields, including user contact information and organization memberships, so that agents can access the most relevant information.
In the customer’s card in the context panel, agents will see the fields you configured that have a value. Configured fields without a value aren’t visible.
Considerations for custom objects cards
A custom object is a user-defined object with unique fields and permissions. Custom objects can be almost anything, including a product, contract, delivery driver, asset, or event. When a custom object record is related to a ticket, agents can use the record preview panel in the Agent Workspace to see details about the custom object record. See Interacting with related object records in tickets.
You must have created at least one custom object and defined its custom fields to select a custom object card.
Admins can configure custom object cards so that only certain fields display in the record preview panel. By default, the record preview displays the custom object’s first 20 fields. You may want to configure custom object cards so that agents have access to the most relevant information without navigating away from the ticket.
Configuring a card
Whether you're configuring the user essentials card or a custom object card, the process is the same.
To configure a card
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Cards.
- Select the User essentials card or a custom object card by clicking its
name.Note: To configure a custom object card, you must have created at least one custom object and defined its custom fields. See Creating custom objects to integrate with custom data.
- Modify the card’s configuration as needed.
- To add fields, click +Add field, then select a field from the
list of available fields or search for the field you want to
add.
- To remove a field from the card, click the X icon next to its name.
- To reorder fields, click the grabber icon at the end of a field, then drag it
to another position within the card.
The preview of the card updates as you make changes.
- To add fields, click +Add field, then select a field from the
list of available fields or search for the field you want to
add.
- Click Save.