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' setting and check the 'Enabled' box. Don't forget to click 'Save' to apply the changes.
Once this is done, agents will need to hard-refresh their browser by Shift-clicking the refresh icon to see the changes. This will make the customer context panel the default view, and agents will need to click the ticket properties tab to view ticket information. For more details, you can refer to the originalZendesk help article.
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…
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…
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….
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…