| Announced on | Rollout starts | Rollout ends |
| August 24, 2023 | August 21, 2023 | August 24, 2023 |
We're thrilled to announce that social identities are now available in the essentials card. Social identities are unique identifiers that social messaging channels share with us that help your agents identify customers across various platforms.
This announcement includes the following topics:
What is changing?
The essentials card displays profile information about the ticket requester to help agents better understand customer context when working on a ticket. Now, social identities will appear in the essentials card whenever a customer reaches out from a social messaging channel.
Social identities are read-only and can't be modified by the business.
If you're on an Enterprise plan or above, you can configure the essentials card to include or exclude customers' social identities.
Why is Zendesk making this change?
Social identities help your agents uniquely identify customers across various platforms. Your agents will be able to view customers' social identities, such as WhatsApp phone numbers and Instagram handles, to name a few.
What do I need to do?
You don’t need to take any action to enable them. If you want to learn more, see Viewing customer context in a ticket.
2 Comments
Prakruti Hindia
This is a nice addon👌
1. when can we expect the same for organization fields?
2. when can we see the social channels in the end-user tab as well?
Hi Sagi,
We do not have any announcement yet for the things you mentioned but I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams.
Please keep a lookout on our announcement page.
Thank you.
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