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Force context panel to be open

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Posted Dec 16, 2021

We want to make sure our agents have the context panel open just because if it is open it can be a great help, for multiple reasons, to have the interaction history there at all times.

There are two cases where it isn't open:

  • The agent hasn't opened it previously
  • It has for some reason been closed (I never close the context panel but I regularly find it to be closed when I open up a ticket)

This extra click to open it up isn't a tedious thing it is just often forgotten. And we have no reason to have the context panel closed, everyone has big enough screens today.

Regards
Oskar


15

3

3 comments

Official

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Paul Von

Zendesk Product Manager

Thank you for taking the time to provide us with this feedback. We apologize for the delay on our end in providing you with a response to your feature request.

I wanted to share that this capability to determine the open/closed nature of context panel and which panel is open by default has been released as of November 2023! It is available as part of custom layouts via layout builder.

While you may have already seen this announcement, we wanted to close the loop here for others who may come upon this post.  Please view this documentation (https://support.zendesk.com/hc/en-us/articles/5447837546138-Creating-custom-layouts-to-improve-agent-workflow) to learn more about how to configure the context panel for this use case.

We appreciate your feedback and thank you for being a valuable Zendesk Community member.

0


100% agree Óskar Ómarsson. It would be great for admin's to decide what should be persistent between tickets. E.g. Force the Apps option to be selected, rather then agent have to reselect when moving on to the next ticket.

4


Definitely agree that admins need the ability to control the context panel, i.e. whether it is initially open/closed, and whether a given panel item is opened by default for the agent).

2


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