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Configuring cards to view additional information in the Agent Workspace



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Colleen Hall

Zendesk Documentation Team

Edited Aug 28, 2024


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37 comments

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

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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!

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Colleen Hall

Zendesk Documentation Team

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!

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Jahn

Zendesk LuminaryCommunity Moderator

Hi Colleen Hall - please do update us as soon as this has been rolled out and implemented. Very important functionality. 

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Tim McLean

Zendesk Product Manager

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. 

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Tim McLean

Zendesk Product Manager

Hey Sierra (light agent)

Agents cannot currently edit field values using the Essentials card. However, we will take your feedback into consideration - thanks!

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Carlota Bergillos

Zendesk Luminary

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): 

  • It would be great if the agents could edit the user profile information directly from the card, not needing extra clicks to navigate to their profile to edit the email or the phone number. 
  • It would also be very helpful if the card was included in the Contextual Workspaces, so each brand, organization or role could have access to different user information in the ticket. 

Best! 

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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?

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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.

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Nicholas Bromley +1 on the word wrapping for the field names

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Would be nice if this weren't limited to Enterprise only.

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Ben Greeno

Zendesk Luminary

It would be great to get an essentials card for Organization info. Is that on the roadmap?

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Darenne

Zendesk Customer Care

Hi Ben, I hope you're doing great. I've further checked on this and this appears to be on the roadmap. I have confirmed this with one Zendesk Product Manager that they intend to bring org fields to the Essentials Card. We aim to release this change in early 2024. You can check this in this comment here
 
Have a lovely day! 

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Sydney Neubauer

Zendesk Luminary

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

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Also interested by the possibility to edit  the user profile (language for instance) directly from the essential card.

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I've added the custom fields to the essential card, but they are not visible on the agent dashboard 

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I have exactly the same situation with above, i don't have visibility in the ticket.

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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.

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Mike DR

Zendesk Customer Care

Hi Michalis!

I did a test now, it shows up a few minutes after I added the custom field in the essential card.

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How can we enable this? I can't see it in our Agent Workspace area. 

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Christine Diego

Zendesk Customer Care

Hi Jason V,

Agent Workspace must be activated to configure the essentials card. See Activating the Agent Workspace.

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Mike DR

Zendesk Customer Care

HeyA Reba!
 
The feature is only available for the Enterprise plan:

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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?

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David

Zendesk Customer Care

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:

  1. 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.

  2. 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.

  3. 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.

  4. 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.

  5. 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.

  6. 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.

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Josef Prandstetter

Zendesk Luminary

We use Zendesk not only for customers and partners, but also for the internal IT helpdesk.
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?

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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.

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

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

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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.

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Colleen Hall

Zendesk Documentation Team

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.

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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

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