Benefits of Enabling Customer Context Panel by Default
Why should I enable the customer context panel by default?
Enabling the customer context panel by default gives agents a better picture of the customer right from the start. This can improve the efficiency and quality of customer interactions by providing immediate access to relevant customer information.
However, keep in mind that if you enable this setting, agents will need to click the ticket properties tab to view ticket information. It's a trade-off that can be beneficial if customer context is a priority in your support process.
More related questions
How can I set the customer context panel as the default view in Zendesk?
To set the customer context panel as the default view, you need to be an administrator. Navigate to the Admin Center, click the Workspaces icon in the sidebar, and select Agent tools > Agent interface. Then, locate the 'Default to Customer Context'…
What should I do if I can't find the 'Default to Customer Context' setting?
If you can't find the 'Default to Customer Context' setting, your account might be using the Zendesk Agent Workspace instead of the standard agent interface. To check, go to Admin > Settings > Agents and see if the 'Enable Agent Workspace' option…
How can agents switch between the customer context and ticket properties tabs quickly?
Agents can quickly switch between the customer context and ticket properties tabs using keyboard shortcuts. To switch to the customer context tab, press CTRL+ALT+, and to switch back to the ticket properties tab, press CTRL+ALT+. These shortcuts…
What should agents do to see changes after enabling the customer context panel?
After enabling the customer context panel as the default view, agents need to hard-refresh their browser to see the changes. This can be done by Shift-clicking the browser's refresh icon. This step is crucial to ensure that the new settings are…
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