On occasion, agents might need to access additional information about a requester - such as their contact details or the company they belong to - while working on a ticket. Knowing the previous issues that the requester has raised also gives the agent more context about the current ticket.
The Requester Info widget within a ticket gives agents easy access to this additional context about the customer without having to leave the ticket view. Admins have the added ability to customize the widget to display the information that is most relevant to their agents.
A quick guide to using the Requester Info widget
Click on any ticket from the Ticket List view page or Dashboard to see its details.
The Contact Details widget appears on the right panel of the ticket window.
The widget's contracted view will display up to 5 fields, of which Name, Title, and Company are default fields.
Click on 'Show more' at the bottom left of the widget to view additional requester information.
The 'Recent Tickets' field displays a list of the most recent tickets raised by the requester.
- Agents with the permission to edit contact information in the Customers tab can do so from the Requester Info widget as well. To edit or add customer information from within the ticket, click on Edit at the top right corner.
- The Edit Requester contains separate contact and company sections, displaying the list of fields that can be edited from within the widget.
Note: Agents cannot modify the requester Email address from within the requester widget. They can do so from the Contacts on the left panel.
Customizing the Requester Info widget
Admins can customize the Requester Info widget and choose which contact and company fields are shown to the agents, depending on what would be most relevant to them.
- Login to your support portal as an Admin.
- Go to Admin > Support Operations > Customer fields > Customize requester widget.
- Apart from the default fields that cannot be removed or rearranged, the Admin can choose up to 15 fields from the available contact or company fields.
- To add a new field, click on the + sign and choose from the list of fields displayed.
- The selected fields can also be rearranged in the preferred order in which they are to be shown in the widget.
- Click Save.
Note: The added fields will be visible in the Requester Info widget only if they have values to display. Empty fields will not be shown. However, they can be updated with information by editing the requester info from within the widget on the Ticket details page or under Contacts > Edit contact.
On occasion, agents need to access additional information about the requester, such as their contact details or the company they belong to. Knowing the previous issues that the requester has raised also gives the agent more context about the current ticket.
The Requester Info widget within a ticket gives agents easy access to this additional context about the customer without leaving the ticket view. Admins have the added ability to customize the widget to display the information that is most relevant to their agents.
A quick guide to using the Requester Info widget
Click on any ticket from the dashboard or the ticket list to see its details.
The Requester Info widget appears on the right panel of the ticket window.
The widget's contracted view will display up to 5 fields, of which Name, Title, and Company are default fields.
Click on More at the bottom left of the widget to view additional requester information.
Click on Recent Tickets link to view a list of the most recent tickets raised by the requester.
- Agents with the permission to edit contact information in the Customers tab can do so from the Requester Info widget as well. To edit or add customer information from within the ticket, click on Edit at the bottom right.
- The Edit Requester contains separate contact and company sections, displaying the list of fields that can be edited from within the widget.
Note: Agents cannot modify the requester Email address from within the requester widget. They can do so from the Customers tab.
- Agents can associate a new or existing company to the requester from within the widget. In this case, all existing tickets raised by the requester are also associated with the company. If a company is already associated with the requester, agents will not be able to modify the Company field.
- Edit the required fields and click on Save.
Customizing the Requester Info widget
Admins can customize the Requester Info widget and choose which contact and company fields are shown to the agents, depending on what would be most relevant to them.
- Login to your support portal as an Admin.
- Go to Admin > Support Operations > Customer fields.
- Click on Customize requester widget at the top right.
- Apart from the default fields that cannot be removed or rearranged, the Admin can choose up to 15 fields from the available contact or company fields.
- To add a new field, click on the plus sign and choose from the list of fields displayed.
- The selected fields can also be rearranged in the preferred order in which they are to be shown in the widget.
- Click Save to save the changes to the widget.
Note: The added fields will be visible in the Requester Info widget only if they have values to display. Empty fields will not be shown. However, they can be updated with information by editing the requester info from within the widget on the Ticket details page or under the Contacts tab on the left panel > Contact > Edit contact.