Configuring the essentials card

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26 Comments

  • 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! 

    10
  • 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

    7
  • 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!

    5
  • Ken Tsang

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

    5
  • 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
  • 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
  • Ben Greeno
    Zendesk Luminary

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

    3
  • 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
  • Sierra (light agent)

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

    3
  • 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! 
    2
  • Rosana Jimenez

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

    2
  • 이지훈(Lee jihoon)

    Hi. Tim.

    I saw this feature rolled out today. So I just set it up. And I was so happy to be able to get rid of unnecessary personal information.


    However, this feature is a global setting for all tickets or contextual workspaces.
    is that right?


    Do you know if there is a part in the roadmap that allows this  feature to be set in various ways depending on the each contextual workspaces?

    I would appreciate it if you give me some info.
    Thank you.

    2
  • Damien Messé

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

    2
  • 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!

    2
  • 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
  • Jason V

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

    1
  • 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

    1
  • 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
    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.
    0
  • 이지훈(Lee jihoon)

    +1

    0
  • Michalis Kyriakou

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

    0
  • 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:

    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.

    0
  • Mike DR
    Zendesk Customer Care
    HeyA Reba!
     
    The feature is only available for the Enterprise plan:
    0
  • Christine Diego
    Zendesk Customer Care

    Hi Jason V,

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

    0
  • Tim McLean
    Zendesk Product Manager

    Hey Frédéric, Jahn Bronilla & 이지훈(Lee jihoon)

    The rollout of this feature is currently in progress and will be progressively available over the next two of days. 

    0
  • Jahn Bronilla
    Community Moderator
    Zendesk Luminary

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

    0

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