The essentials card appears in the context panel in the Agent Workspace and displays information about the ticket requester.
You can configure the card by adding, removing, and reordering standard and custom user fields so that agents can access the most relevant information.
This article includes the following sections:
Accessing the Essentials card page
The Essentials card page in Zendesk Admin Center provides a place for admins to configure which fields to show in the essentials card.
To open the Essentials card page
- In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Essentials card.
Configuring the essentials card
Admins can add, remove, and reorder fields within the essentials card. These fields include standard and custom user fields, user contact information, and organization memberships.
To configure the essentials card
- In Admin Center, click Workspaces in the sidebar, then select Agent tools > Essentials card.
- Click User.
A preview of the current essentials card and the fields that are shown on it display.
- Click +Add field to open a list of fields you can add. Use the search bar to help find a field.
Note: When viewing a customer’s essentials card in Agent Workspace, only their fields that have a value display. See Using the essentials card. - To remove a field from the card, click the X next to its name.
- To reorder fields, click the grabber 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.
- When you’re done, click Save.
23 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
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!
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!
Hi Colleen Hall - please do update us as soon as this has been rolled out and implemented. Very important functionality.
+1
Hey Frédéric, Jahn Bronilla & 이지훈(maclaude)
The rollout of this feature is currently in progress and will be progressively available over the next two of days.
Hey Sierra (light agent)
Agents cannot currently edit field values using the Essentials card. However, we will take your feedback into consideration - thanks!
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.
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!
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?
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.
Nicholas Bromley +1 on the word wrapping for the field names
Would be nice if this weren't limited to Enterprise only.
It would be great to get an essentials card for Organization info. Is that on the roadmap?
Have a lovely day!
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
Also interested by the possibility to edit the user profile (language for instance) directly from the essential card.
I've added the custom fields to the essential card, but they are not visible on the agent dashboard
I have exactly the same situation with above, i don't have visibility in the ticket.
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.
I did a test now, it shows up a few minutes after I added the custom field in the essential card.
How can we enable this? I can't see it in our Agent Workspace area.
Hi Jason V,
Agent Workspace must be activated to configure the essentials card. See Activating the Agent Workspace.
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