Handling Customer Context in Zendesk Workspace
How does the Zendesk Agent Workspace handle customer context information?
In the Zendesk Agent Workspace, customer context information is displayed on the right side of the ticket interface. This panel provides agents with interaction history and other relevant details, allowing them to understand the customer's background and previous interactions quickly.
Agents can toggle between customer context and apps within this panel, making it easy to access the information they need to resolve issues efficiently. This feature helps agents deliver more personalized and informed support, enhancing the overall customer experience.
More related questions
What is the Zendesk Agent Workspace?
The Zendesk Agent Workspace is a unified interface that allows agents to manage customer interactions across multiple channels within a single ticket. This workspace enables agents to handle Support, Messaging, Chat, and Talk conversations without…
How does the Zendesk Agent Workspace improve agent efficiency?
The Zendesk Agent Workspace enhances agent efficiency by consolidating all communication channels into a single interface. This means agents no longer need to switch between different dashboards to manage Support, Messaging, Chat, and Talk…
What are the key features of a sample ticket in the Zendesk Agent Workspace?
A sample ticket in the Zendesk Agent Workspace includes several key features designed to streamline agent workflows. These features include the ability to manage Support, Chat, and Talk conversations within a single ticket, as well as receive and…
How does the Zendesk Agent Workspace support messaging?
The Zendesk Agent Workspace supports both social and web messaging, allowing agents to receive and reply to these messages as part of a unified conversation within a ticket. This integration ensures that all customer interactions are consolidated…
Can agents customize the order of ticket comments in the Zendesk Agent Workspace?
In the Zendesk Agent Workspace, ticket comments are arranged from oldest to newest, with the newest comments appearing at the bottom. This order is designed to provide a natural conversation flow, especially for messaging and chat interactions. For…
What are the benefits of using the Zendesk Agent Workspace?
The Zendesk Agent Workspace offers several benefits, including a unified interface that allows agents to manage all customer interactions in one place. This setup eliminates the need to switch between different platforms, providing a seamless…
Can agents manage side conversations in the Zendesk Agent Workspace?
Yes, if your account has side conversations activated, agents can manage these within the Zendesk Agent Workspace. This feature allows agents to create and handle side conversations directly from the ticket interface. Side conversations are useful…
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