Configuring cards to view additional information in the Agent Workspace


Cards provide agents on all plans with a preview of user, custom object, and organization records from the context panel in the Zendesk Agent Workspace. On Professional plans and above, admins can configure these cards to display certain fields so that only the most relevant information is displayed.


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Location: Admin Center > Workspaces > Agent tools > Cards

Cards provide agents on all plans with a preview of user, custom object, and organization
records from the context panel in the Zendesk Agent Workspace. On Professional plans and
above, admins can configure these cards to display certain fields so that only the most
relevant information is displayed.
Configuring cards can improve your agents’ efficiency because it reduces the need to
navigate away from the ticket they’re working on.
This article includes the following sections:

Accessing your cards
Considerations for the user profile card
Considerations for custom object cards
Considerations for organization cards
Considerations for asset management cards
Configuring a card

Related articles
Viewing customer context in a
ticket
Interacting with related object records in
tickets




Accessing your cards

The Cards page provides a list of your custom objects cards, the user profile cards, and the organization card. From this page, admins on Professional
plans and above can configure which fields are included in the cards.
To open the Cards page


In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Cards.





Considerations for the user profile card

The user profile card appears in the context panel in the Agent Workspace and displays
information about the ticket requester.
Admins can add, remove, and reorder standard and custom user fields, including user contact information and organization
memberships, so that agents can access the most relevant information.
In the customer’s card in the context panel, agents will see the fields you
configured that have a value. Configured fields without a value aren’t visible.




Considerations for custom object cards

A custom object is a user-defined object
with unique fields and permissions. Custom objects can be almost anything, including
a product, contract, delivery driver, asset, or event. When a custom object record
is related to a ticket, agents can use the record preview panel in the Agent
Workspace to see details about the custom object record. See Interacting with related object records in tickets.
You must have created at least one custom object and defined its
custom fields to select a custom object card.
Admins can configure custom object cards so that only certain fields display in the
record preview panel. By default, the record preview displays the custom object’s
first 20 fields. You may want to configure custom object cards so that agents have
access to the most relevant information without navigating away from the ticket.



Considerations for organization cards

Organizations are collections of users
that can help you define workflows and organize users based on shared criteria. All
Zendesk accounts come with a default organization that includes all of your users,
and you can create additional organizations as needed to keep track of user subsets.
When an organization record is related to a ticket, agents can use the record
preview panel in the Agent Workspace to see useful details about that
organization.
Admins can configure organization
cards to display up to 20 standard organization fields in the record
preview panel.
Note: Currently, custom organization fields can't be
displayed in organization cards.




Considerations for asset management cards

IT assets are things, such as hardware and
software, that teams need to procure, allocate, refresh, and retire over time. All
Customer Service Suite and Employee Service Suite Growth plans and above have access
to IT asset management, which allows admins to create asset types, define asset-specific fields, and
create asset locations. Records can be imported in bulk from external systems,
such as Microsoft Intune and Jamf Pro, and then updated through action
flows. Then, agents can view asset details and assign assets to users through the asset
management card in the Agent Workspace.
Admins can configure asset management
cards to display up to 8 asset fields in the asset management card. The
first three fields are visible in the asset side panel, with an additional five
visible when assigning an asset to a user.



Configuring a card

Whether you're configuring the user profile card, a custom object card, or an
organization card, the process is the same.
To configure a card

In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Cards.
Select the User profile card, a custom object card, an organization card, or an
IT asset card by clicking its name.
Note: To configure a custom object card, you
must have created at least one custom object
and defined its custom fields. Similarly, to configure an IT asset card, you
must have created at least one asset type.


Modify the card’s configuration as needed.

To add fields, click +Add field, then select a field from the
list of available fields or search for the field you want to
add.

To remove a field from the card, click the X icon next to its
name.
To reorder fields, click the grabber icon at the end of a field, then
drag it to another position within the card.
The preview of the card updates as you make
changes.



Click Save.



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