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.
37 comments
Sierra (light agent)
Does this give the ability for agents to edit a user field from within the context panel? If not, we would love to see that feature!
We use a separate phone provider and our agents need to be able to quickly add the incoming call's phone number to the customer's user profile
8
Frédéric
Is this function rolled out to all? I'm asking because I have enterprise plan but don't see this essential card setting in the agents tool section.
Thanks!
4
Colleen Hall
Hi Frédéric,
The rollout for this feature has been paused temporarily and should resume next week. We will keep you updated with any news. Thank you!
2
Jahn
Hi Colleen Hall - please do update us as soon as this has been rolled out and implemented. Very important functionality.
0
Tim McLean
Hey Frédéric, Jahn & Jihoon Lee (이지훈)
The rollout of this feature is currently in progress and will be progressively available over the next two of days.
0
Tim McLean
Hey Sierra (light agent)
Agents cannot currently edit field values using the Essentials card. However, we will take your feedback into consideration - thanks!
6
Carlota Bergillos
Hello,
We already have access to the Essentials Card and it is a great functionality for us to keep a clean workspace for our agents.
However, we would like to leave here - and reinforce what some other colleagues already requested - some feedback (that maybe is in the roadmap of the development of this feature):
Best!
12
Nicholas Bromley
We use the mutli-line field to create clickable links with end-user profiles. Is it possible to also multi-line field links clickable from the essentials card?
3
Nicholas Bromley
Also, It would also be great to add some sort of word wrapping to the field labels within the Essentials card. A lot of our field labels are cut off because they are over 11 characters long. We can ask users to drag and expand the sidebar, but i'd prefer them not having to do that.
4
Sierra (light agent)
Nicholas Bromley +1 on the word wrapping for the field names
3
Ken Tsang
Would be nice if this weren't limited to Enterprise only.
5
Ben Greeno
It would be great to get an essentials card for Organization info. Is that on the roadmap?
4
Darenne
Have a lovely day!
2
Sydney Neubauer
I think it would be great to be able to add in role so we can tell when it is an agent reaching out vrs a manager vrs an end-user. The only way to tell is if you are using orgs/tags or go into the profile
1
Damien Messé
Also interested by the possibility to edit the user profile (language for instance) directly from the essential card.
4
Rosana Jimenez
I've added the custom fields to the essential card, but they are not visible on the agent dashboard
2
Michalis Kyriakou
I have exactly the same situation with above, i don't have visibility in the ticket.
0
Nicholas Bromley
Your team needs to fix an issue with date fields in the Essentials card. All dates are off by one day for any agents west of GMT timezone. This is a serious concern when we use the Essentials card to quickly validate date of birth when a customer calls in.
1
Mike DR
I did a test now, it shows up a few minutes after I added the custom field in the essential card.
0
Jason V
How can we enable this? I can't see it in our Agent Workspace area.
1
Christine Diego
Hi Jason V,
Agent Workspace must be activated to configure the essentials card. See Activating the Agent Workspace.
0
Mike DR
The feature is only available for the Enterprise plan:
0
Gary Kester
I created an app in Zendesk Support that uses the Zendesk Support API to display customer profile data.
I used REACT to create the app so its pretty responsive and modify the views and data fields based on the info that is displayed.
Furthermore, I use our customer DB api to populate customer info from our live database.
The approach you've demo'd shows static field data pulled from the clients Zendesk profile.
What makes the Agent Workspace Essentials Card special?
1
David
The Agent Workspace Essentials Card is designed to streamline the agent experience by providing them with immediate access to critical customer information and tools right within their workspace. This card can also continue to be customized with various apps developed by Zendesk.
Here's some features and benefits that make the Agent Workspace Essentials Card special:
Centralized Information: It centralizes customer information and context in one place, reducing the need for agents to switch between different applications or windows to gather customer data. This can significantly improve response times and the overall customer service experience.
Customization and Flexibility: Through the use of custom apps built with technologies like React, the Essentials Card can be highly customized to display a wide range of data relevant to the customer interaction. This includes pulling in dynamic content from external databases, as you have done, to ensure that agents have access to the most current information.
Improved Workflow and Efficiency: By providing a holistic view of customer data and tools within the agent's main workspace, the Essentials Card can streamline workflows, reduce manual data entry, and minimize errors. This leads to a more efficient resolution of customer issues.
Seamless Integration: The Essentials Card is designed to seamlessly integrate with Zendesk's ecosystem, including its Support API and other Zendesk products. This ensures a smooth operation and leverages Zendesk's capabilities to the fullest.
Enhanced Customer Experience: With immediate access to comprehensive customer profiles and history, agents can provide more personalized and informed support. This not only speeds up the resolution process but also improves customer satisfaction.
Development and Extension: Zendesk offers extensive documentation and support for developers to create custom apps that extend the functionality of the Essentials Card. This openness to development allows for the creation of highly tailored solutions that can evolve with the needs of the business.
In summary, while your app provides a dynamic and responsive way to display customer profile data by leveraging React and APIs, the Agent Workspace Essentials Card serves as a platform within Zendesk that enhances agent efficiency, customization, and customer service quality by centralizing access to critical information and tools. The power of the Essentials Card comes from its integration within the Zendesk ecosystem, allowing for a seamless experience that can be customized to meet the specific needs of your support team and customers.
0
Josef Prandstetter
We use Zendesk not only for customers and partners, but also for the internal IT helpdesk.
![](/hc/user_images/01HR4S8J2RWFHEV59NV1C4B6S7.png)
For employees, we synchronize information on position, location, etc. very compactly in the "Details" field:
Are we doing something wrong, or is there a reason why the "Details" field is not available to be selected in the Essentials cards?
1
Ke Zhao
Hi I saw Essentials Card offers customization and flexibility, like pulling in dynamic content from external databases. However, when I open the Essentials Card settings and try to add field, I didn't see the unique custom field, and I have no idea how to pull in dynamic content from external databases. Can someone offer some guidance? Thanks.
0
Dainne Kiara Lucena-Laxamana
Hi Josef Prandstetter,
I went ahead & created a ticket on your behalf to look into why the "Details" user field is not an available field in your Essentials Card. Please keep an eye out for our email
0
Chanus Sathornkich
From what I can see on Zendesk's pricing website, the essentials card is available for all plans. It's not just only for the enterprise plan.![](/hc/user_images/01HTP659E6JKWV55G95A3JG320.png)
1
Colleen Hall
Hi Chanus Sathornkich , yes you're correct that the Essentials card is available on all plans. However, the ability to configure it is limited to Enterprise plans and above. I will make a note to clarify that in the article. Please see Using the essentials card for more information.
0
Viktor Hristovski
Colleen Hall , we have enterprise plan . In esencial cards , we only see one option - user. I have configured it to show many (8 extra user fields from the users profile). However, when I'm in a ticket, the card on the right is Customer context and its showing much less fields , below is the conversation history which is taking too much space, but I cant move the border between them to make the user content show more information (those fields I added in the user esencial card). Am I missing something? Thank you
0