Configuring the context panel in the Zendesk Agent Workspace

The Zendesk context panel in theZendesk Agent Workspaceprovides valuable information you can use to get a better understanding of your customer and solve tickets quickly. For more information about how agents use the context panel, seeUsing the context panel in the Zendesk Agent Workspace.


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Location: Admin Center > Workspaces > Agent tools > Context
panel

The Zendesk context panel in the Zendesk Agent Workspace provides valuable information you can use to
get a better understanding of your customer and solve tickets quickly. For more information
about how agents use the context panel, see Using the context panel in the Zendesk Agent Workspace.
This article provides an overview of the type of information admins can configure
in the context panel.
Related articles

Viewing customer context in a ticket



Configuring the context panel

The features included in the context panel vary depending on the features available in your
account. You must have the Agent Workspace to configure the context panel.
To view context panel settings


In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel. A list of context panel settings appears. Features that admins can configure for
the context panel are listed below. Some configuration settings appear on this Context
panel page and others are located elsewhere. See below for details.




Feature
Description




Knowledge
Knowledge automatically searches your multiple knowledge bases for answers
related to the current conversation. To use Knowledge, your account must have a
help center. See Configuring Knowledge in the context panel.


Side conversations
Side conversations enable agents to easily access and manage side
conversations within the context panel. To see this icon, side conversations must
be activated in your account by an
admin.


Device information (live chat and messaging)
Device information shows important details about devices customers use to
send messages, including location, IP address, device type, and more. See Configuring end-user device information in the context
panel



Third-party user profiles and events
Customer context for a ticket requester can include additional user
profiles and events from third-party applications that are integrated with
Zendesk. See Adding Sunshine user profiles and events to customer context in
a ticket.


Shared app shortcuts
Admins can create app shortcuts as part of a custom ticket layout and share
them with agents via the context panel. See Managing app shortcuts.


Merge suggestions
Merge suggestions shows tickets that could be merged with the ticket the
agent is currently working on. Based on the ticket an agent is viewing, the panel
displays tickets submitted by the same requester two weeks before and after the
current ticket was created. See Turning on merging suggestions.