Understanding the User Essentials Card in Zendesk
What information is included in the user essentials card?
The user essentials card provides basic profile information about the ticket requester. This includes their name, contact information, social identities, organization membership, time zone, and preferred language.
You can also make basic updates to the user essentials card, such as adding notes or editing the requester's profile. If your account administrator has enabled it, you may also see additional user profiles from integrated third-party applications.
More related questions
How can I view customer context in a Zendesk ticket?
To view customer context in a Zendesk ticket, you need to open the context panel. This panel provides detailed information about the support requester, including their interaction history and device information. To access the customer context,…
How can I view a requester's interaction history in Zendesk?
To view a requester's interaction history, open the customer context panel in a ticket. The interaction history lists recent Zendesk user events and events from any integrated applications. You can preview or open tickets from this list and filter…
What is the 'Pages Viewed' feature in Zendesk?
The 'Pages Viewed' feature, also known as the visitor path, shows the 20 most recent web pages, app screens, or help center articles viewed by the requester. This tracking starts when an end user lands on a page with a Web Widget or mobile SDK…
How can I view device information in Zendesk?
To view device information in Zendesk, you need to have the device information feature activated in the Agent Workspace. This information is view-only and includes details like location, IP address, device type, OS, and browser. To access it, open…
Can I customize the fields displayed in the user essentials card?
Currently, the fields displayed in the user essentials card are not customizable. You cannot add, remove, or reorder fields in this section. However, you can create and add custom fields to user profiles, which are visible and editable by agents…
How do I switch between different user profiles in Zendesk?
If your account supports multiple applications, you can switch between different user profiles in the customer context panel. This is useful for resolving customer issues by viewing profiles from various platforms. To switch profiles, click the…
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