Feature Request: allow custom fields to display in Key Details on the customer profile page
The new customer profile page has slowed down my agents. Previously, we could quickly see our custom customer fields in the side bar. Now we have to click to a new tab and scroll far down the page to see those fields. I would like the ability to surface those custom fields in the Key Details section and in the customer context side panel in the ticket view. See screenshots for reference.
Thanks so much for your detailed feedback around this pain point you're experience with this new customer profile page. In fact, many customers have raised this painful experience of no longer being able to easily see custom user fields right from where the 'Key details' panel is.
To introduce myself, hello I'm Jennifer who is driving the Record Customization product that will allow customers to have full flexibility to customize which data contents (regardless of standard of custom fields) to display on different parts of the screen, starting with the left 'Key details' panel. The vision and the problem space is very clear after validating with some of our customers, so my team will be conducting further research and determining how to build the future phase of this product to allow any fields to be displayed for any objects including User in the way you and your agents see fit! We cannot provide the exact timeframe of when this build will be complete, but please be assured that we absolutely understand your pain and agent inefficiency and that we have it as the next item to build on our roadmap.
+ Brett Elliott who is the Product Manager for the User and Organization profile pages.
Thanks so much for your patience and partnership with Zendesk! We will certainly keep you posted as something amazing is on its way to help remediate this pain point!
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