How to define what information is shown on the customer context side bar on a ticket?
ConcluídaHi!
We're trying to build out our customer profile in a better way - so that our agents have more of an insight into the client that they are interacting with, and therefore are able to provide a more specific and informed type of knowledge.
I would like to know how to modify the layout / content of the 'Customer Context' button on the right-hand side of a support ticket. Is this possible? If so, how?
Am I able to utilise API connections to autofill boxes,
e.g. ☑️ Is this client an Admin (pulling this data from our system)
e.g. Free Text Box: What is their job title in *our system*
Below is (a beautifully blurred mess) that explains a little better as to where I want this information to sit (so agents don't need to click away from the ticket to find information on the Contact Button on the top left-hand side.
Thank you in advance for your advice, tips, tricks etc. I'm very happy to jump on a zoom, or if you're in Lisbon, meet for a coffee to discuss!!
My best,
Alexander Coburn Davis
-
Comentário oficial
Hey Alex Coburn Davis (he/him)
Thanks for your question. Coincidently, we are currently rolling out the ability to configure which user fields appear in the essentials card in Customer Context. This means you'll be able to select the most relevant user fields to display to agents. See Configuring the essentials card for more information.
There are a number of different methods to bring customer data into Zendesk. You may consider using the Users API to pull data from your system into Zendesk.
Let us know if you have any further questions!
-
Alex Coburn Davis (he/him) I posted a similar question a while ago. Might be related a bit to what you are also trying to do.
-
Hey Shona, thanks for your patience regarding this feature! I'm happy to say admins now have the ability to configure the essentials card.
Please see Configuring the essentials card for more information, and let us know if you have any feedback.
-
Hi Shona thanks so much for this!
Tim McLean just to confirm, the 'context panel' is the panel that an agent can toggle open or closed while still being able to see the thread of messages on a ticket? -
That's right Alex Coburn Davis (he/him). Context panel the right-hand side navigation bar that gives you access to additional context such as the User Profile (Customer Context), Knowledge, and apps. See Using the context panel for more information.
Por favor, entrar para comentar.
5 Comentários