Viewing customer context for user, history, and device information

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<p id="docs-hc-snippet" style="display: none;">This article describes how to view customer context in the context panel, including additional user profiles and events from applications other than Zendesk.</p>
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<p class="p" dir="ltr">This article describes how to view customer context in the context panel, including
additional user profiles and events from applications other than Zendesk.</p>
<p class="p">This article includes the following sections:</p>
<ul class="ul" id="topic_xsb_yvw_s2b__ul_pxf_54z_vkb">
<li class="li"><a class="xref" href="#topic_y1j_x4z_vkb">About customer context</a></li>
<li class="li"><a class="xref" href="#topic_ycf_dpz_vkb">Displaying customer context in a ticket</a></li>
<li class="li"><a class="xref" href="#topic_q5j_kpz_vkb">Using the user profile card</a></li>
<li class="li"><a class="xref" href="#topic_nq1_qnm_xsb">Viewing interaction history</a></li>
<li class="li"><a class="xref" href="#topic_ehg_1qz_vkb">Using pages viewed</a></li>
<li class="li"><a class="xref" href="#topic_mgz_ljm_3bc">Viewing device information (live chat and messaging)</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_xsb_yvw_s2b__ul_klq_s4z_vkb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">Using the context panel in the Zendesk Agent Workspace</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828663322" target="_blank">Adding Sunshine user profiles and events to customer context</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_y1j_x4z_vkb">
<h2 class="title topictitle2" id="ariaid-title2">About customer context</h2>
<div class="body">
<p class="p">To provide better, faster, and more personalized responses to customers, you can view
customer context in a ticket. By default, customer context includes: </p>
<ul class="ul" id="topic_y1j_x4z_vkb__ul_mqw_y3m_xsb">
<li class="li" dir="ltr">
<strong class="ph b">User profile card</strong> with details about the support requester, including
contact information, time zone, and language.</li>
<li class="li" dir="ltr">
<strong class="ph b">Interactions</strong> with a list of recent conversations, tickets, and and
other related events from the requester. Agents can use this to better understand what the
requester needed help with recently.</li>
<li class="li" dir="ltr">
<strong class="ph b">Pages viewed</strong>, which displays the 20 most recent account web pages or
help center articles viewed by the requester. Formerly known as Visitor Path.</li>
<li class="li">
<strong class="ph b">Device information</strong> for live chat and messaging, displays useful device
information associated with the user, including location, IP address, device type, OS, and
browser.<p class="p">Light agents, contributors, and agents in a Chat-only role can't view end
user device information.</p>
</li>
</ul>
<p class="p" dir="ltr">Additionally, if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828663322" target="_blank">enabled</a> by your administrator, customer context can include
additional user profiles and interaction history (events) from applications other than
Zendesk.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_ycf_dpz_vkb">
<h2 class="title topictitle2" id="ariaid-title3">Displaying customer context in a ticket</h2>
<div class="body">
<p class="p" dir="ltr">When viewing a ticket , you can open the customer context panel to view more
information about the support requester. The conext panel is closed by default.</p>
<p class="p"><strong class="ph b">To view customer context</strong></p>
<div class="p">
<ul class="ul" id="topic_ycf_dpz_vkb__ul_vzj_4jm_xsb">
<li class="li">Click the <strong class="ph b">User</strong> icon (<img class="image" id="topic_ycf_dpz_vkb__image_skj_kkm_xsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_user.png"> ) on the side of the ticket. <p class="p">This opens customer context
in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>. </p>
<p class="p"><img class="image img-screenshot" id="topic_ycf_dpz_vkb__image_k15_1sx_gpb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customer_context_user_icon-aw.png" width="250"></p>
</li>
</ul>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_q5j_kpz_vkb">
<h2 class="title topictitle2" id="ariaid-title4">Using the user profile card</h2>
<div class="body">
<p class="p" dir="ltr">The user profile card displays basic profile information about the ticket
requester, including user name, contact information, social identities, organization
membership, time zone, and preferred language.</p>
<p class="p"><img class="image img-screenshot" id="topic_q5j_kpz_vkb__image_sfh_1pm_xsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customer_context_essentials.png" width="300"></p>
<p class="p" dir="ltr">You can <a class="xref" href="#topic_nj4_ylm_xsb">make basic updates to the
user profile card</a>. If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828663322" target="_blank">allowed</a> by an account administrator, you can also <a class="xref" href="#topic_x35_wrz_vkb">view the requester’s additional user
profiles</a> for integrated third-party applications.</p>
<p class="p">(Professional plans and above) If <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5768595554714" target="_blank">configured by an admin</a>, the user profile card may display
additional information about the ticket requester. This information can include additional
contact information, or custom fields, such as a membership ID. </p>
<div class="p">
<img class="image img-screenshot" id="topic_q5j_kpz_vkb__image_ywx_ypl_wxb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customized_essentials_card.png" width="300"><div class="note note">
<span class="notetitle">Note:</span> While an admin may have configured
additional fields for the user profile card, the fields only display in the context panel
if they contain a value.</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_nj4_ylm_xsb">
<h3 class="title topictitle3" id="ariaid-title5">Updating the user profile card</h3>
<div class="body">
<p class="p">You can update the user profile card by adding a note or by editing the requester’s
Zendesk user profile.</p>
<p class="p"><strong class="ph b">To add a note to the user profile card</strong></p>
<div class="p">
<ol class="ol" id="topic_nj4_ylm_xsb__ol_nhq_s5m_3bc">
<li class="li">Click the User icon (<img class="image" id="topic_nj4_ylm_xsb__image_ych_t5m_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_user.png"> ) on the side of the ticket. This opens customer context in
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>.</li>
<li class="li">In the user profile card, enter your comments in the user notes text editor (<img class="image" id="topic_nj4_ylm_xsb__image_zch_t5m_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customer_context_note_icon.png">). Text added here becomes part of the requester’s profile
and is not associated with the specific ticket.</li>
</ol>
</div>
<p class="p"><strong class="ph b">To edit the requester's profile</strong></p>
<div class="p">
<ol class="ol" id="topic_nj4_ylm_xsb__ol_lrz_t5m_3bc">
<li class="li">Click the User icon (<img class="image" id="topic_nj4_ylm_xsb__image_pqp_55m_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_user.png"> ) on the side of the ticket. This opens customer context in
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>.</li>
<li class="li">In the user profile card, click the view more details icon (<img class="image" height="15" id="topic_nj4_ylm_xsb__image_qqp_55m_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_view_more_details.png" width="14">). This opens the profile page. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408822762650" target="_blank">Viewing a user’s profile in Zendesk Support</a> to
learn more about the information in the profile.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_x35_wrz_vkb">
<h3 class="title topictitle3" id="ariaid-title6">Viewing additional user profiles</h3>
<div class="body">
<p class="p" dir="ltr">Depending on which applications your account supports, your customers may have
more than one user profile. For example, your customer may have a Shopify user profile in
addition to their Zendesk user profile. To help you resolve customer issues, it can be
useful for you to see each profile.</p>
<div class="note note">
<span class="notetitle">Note:</span> The third-party user profiles you see in customer context are typically not the
complete user profile from an application. Instead, the profiles show only what
application developers choose to present to Zendesk.</div>
<p class="p">This option is only available if <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828663322" target="_blank">enabled</a> by an admin. </p>
<p class="p" dir="ltr"><strong class="ph b">To switch between profiles</strong></p>
<ol class="ol" id="topic_x35_wrz_vkb__ol_e3t_dsz_vkb">
<li class="li">Click the User icon (<img class="image" id="topic_x35_wrz_vkb__image_ljx_nmm_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_user.png"> ) on the side of the ticket. This opens customer context in
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>.</li>
<li class="li" dir="ltr">In the user profile card, click the Profiles menu icon (<img class="image" id="topic_x35_wrz_vkb__image_zrp_knm_xsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/profiles_menu_icon.png">) next to the user’s name and select the profile you want to
view. <p class="p"><img class="image img-screenshot" id="topic_x35_wrz_vkb__image_dv4_5xz_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/profiles_switch.png" width="300"></p>
</li>
<li class="li" dir="ltr">If there are more than 10 fields in the profile, you can click <strong class="ph b">View
all</strong> at the bottom of the list to see a full description. Click <strong class="ph b">View less</strong> to
collapse the list. <p class="p" dir="ltr"><img class="image img-screenshot" id="topic_x35_wrz_vkb__image_ogy_sxz_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/profiles_shopify.png" width="300"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_nq1_qnm_xsb">
<h2 class="title topictitle2" id="ariaid-title7">Viewing interaction history</h2>
<div class="body">
<p class="p">Interactions list the requester’s recent Zendesk user events, as well as events for any
other integrated applications. You can <a class="xref" href="#topic_vwt_xnm_xsb">view or
preview the tickets in this list</a>, and filter the interactions to locate specific
events.</p>
<p class="p"><img class="image img-screenshot" id="topic_nq1_qnm_xsb__image_php_s4m_xsb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customer_context_interactions.png" width="300"></p>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested2" id="topic_vwt_xnm_xsb">
<h3 class="title topictitle3" id="ariaid-title8">Viewing a ticket in the interaction history</h3>
<div class="body">
<p class="p"><strong class="ph b">To view a ticket in the interaction history</strong></p>
<ol class="ol" id="topic_vwt_xnm_xsb__ol_k3b_tmm_3bc">
<li class="li">Click the User icon (<img class="image" id="topic_vwt_xnm_xsb__image_wz3_tmm_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_user.png"> ) on the side of a ticket.<p class="p">This opens customer context in
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>.</p>
</li>
<li class="li">Hover over the title of any ticket in the interaction history to see a preview, or
click the ticket title to open the ticket.<p class="p"><img class="image img-screenshot" id="topic_vwt_xnm_xsb__image_dkf_wmm_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/customer_context_preview.png" width="500"></p>
<p class="p">If a ticket
displays the subject "Incident," this means that the ticket was created with no
subject.</p>
<div class="note note">
<span class="notetitle">Note:</span> Archived tickets are excluded from the interaction history. For
information about how to view archived tickets, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887617050" target="_blank">About ticket
archiving</a>.</div>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested2" id="topic_okg_nsz_vkb">
<h3 class="title topictitle3" id="ariaid-title9">Filtering interactions (user events)</h3>
<div class="body">
<p class="p">Your customers may have interactions for more than one application. To help you resolve
customer issues, it can be useful for you to filter user events by application or event
type.</p>
<p class="p" dir="ltr"><strong class="ph b">To filter interaction events</strong></p>
<ol class="ol" id="topic_okg_nsz_vkb__ol_ffj_ssz_vkb">
<li class="li">Click the User icon (<img class="image" id="topic_okg_nsz_vkb__image_d23_zmm_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_user.png"> ) on the side of the ticket.<p class="p">This opens customer context in
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>.</p>
</li>
<li class="li" dir="ltr">In <strong class="ph b">Interactions</strong>, click the <strong class="ph b">filter</strong> icon (<img class="image" id="topic_okg_nsz_vkb__image_fr5_cyz_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/interactions_filter_icon.png">).</li>
<li class="li" dir="ltr">Use the drop-down top select the events you want to view.<p class="p"><img class="image img-screenshot" id="topic_okg_nsz_vkb__image_tgz_yxz_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/events_filter_apps.png" width="300"></p>
<p class="p"><img class="image img-screenshot" id="topic_okg_nsz_vkb__image_aqf_xxz_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/events_filter_event_type.png" width="300"></p>
<p class="p">You can view:</p>
<ul class="ul" id="topic_okg_nsz_vkb__ul_amf_wsz_vkb">
<li class="li">All events for all applications</li>
<li class="li">All events for a specific application</li>
<li class="li">A specific type of event for an application</li>
</ul>
</li>
<li class="li">To clear the filter, click the refresh icon (<img class="image" id="topic_okg_nsz_vkb__image_e2t_1yz_vkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/interactions_refresh_icon.png">). </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested1" id="topic_ehg_1qz_vkb">
<h2 class="title topictitle2" id="ariaid-title10">Using pages viewed</h2>
<div class="body">
<p class="p">Customer context also includes Pages viewed (also called visitor path), which displays the
20 most-recent web pages, app screens, or help center articles viewed by the requester.
Tracking begins when an end user first lands on any page with a Web Widget or mobile SDK
embedded in it, and only pages with a widget or SDK embedded are recorded. The list is
updated in real time – it shows what the requester is currently viewing, and updates if they
move to another page, screen, or article.</p>
<p class="p">The chat visitor path persists only while a chat session is active. This is because the
visitor path loses significance when a chat session ends. In Messaging, the visitor path
persists across sessions.

</p>
<p class="p">Light agents can't access the Pages viewed list.</p>
<p class="p" dir="ltr"><strong class="ph b">To view the pages viewed list</strong></p>
<ol class="ol" id="topic_ehg_1qz_vkb__ol_vmc_fqz_vkb">
<li class="li">Click the User icon (<img class="image" id="topic_ehg_1qz_vkb__image_vv1_lmm_3bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_user.png"> ) on the side of the ticket.<p class="p">This opens customer context in
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>.</p>
</li>
<li class="li" dir="ltr">In <strong class="ph b">Pages viewed</strong>, click the down arrow (v) to expand the list.<p class="p" dir="ltr">This displays the web pages, app screens, or help center articles the
requester has viewed, including what the requester is currently viewing, that meet the
criteria listed above.</p>
<p class="p" dir="ltr"><img class="image img-screenshot" id="topic_ehg_1qz_vkb__image_qcr_qtx_ysb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/pages_viewed_aw.png" width="300"></p>
</li>
<li class="li" dir="ltr">If the customer is using the Web Widget to conduct the conversation, click any
link in the list to open the pages they have viewed. A path in a conversation initiated
via a mobile SDK <em class="ph i">does not</em> include active links.</li>
<li class="li" dir="ltr">If there are more than three events in the list (or more than 10 for live chat
conversations), click the <strong class="ph b">View all</strong> link at the bottom of the visitor path to see an
expanded list, with a maximum of 20 events.</li>
</ol>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_kvp_qrm_xsb">
<h3 class="title topictitle3" id="ariaid-title11">The warning banner (live chat only)</h3>
<div class="body">
<p class="p">The Chat path may also display a warning banner, alerting the agent to a discrepancy
between the visitor's existing profile and the data collected in a pre-chat form. This
banner is informational-only. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408846631194" target="_blank">Understanding the warning banner in the customer context panel</a>
for more information.</p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title12" class="topic nested1" id="topic_mgz_ljm_3bc">
<h2 class="title topictitle2" id="ariaid-title12">Viewing device information (live chat and messaging)</h2>
<div class="body">
<p class="p" dir="ltr">If the device information is activated, agents can view it in the customer
context in the context panel. Device information is view only.</p>
<p class="p"><strong class="ph b">To view device information</strong></p>
<div class="p">
<ol class="ol" id="topic_mgz_ljm_3bc__ol_hms_gbw_2bc">
<li class="li">Click the User icon (<img class="image" id="topic_mgz_ljm_3bc__image_cc4_jbw_2bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/icon_omnipanel_user.png"> ) on the side of the ticket.<p class="p">This opens customer context in
the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408836526362" target="_blank">context panel</a>.</p>
</li>
<li class="li">Expand the <strong class="ph b">Device information</strong> section.<p class="p"><img class="image" id="topic_mgz_ljm_3bc__image_unv_z1w_2bc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/device_information_aw.png" width="250"></p>
</li>
<li class="li">(Messaging tickets only) Click the reload icon (<img class="image" id="topic_mgz_ljm_3bc__image_kck_4c3_gbc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/reload_icon-device_info.png" width="15">) to refresh the information.</li>
</ol>
</div>
</div>
</div>
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