Essentials Card - how configurable are you finding it? | Community
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Essentials Card - how configurable are you finding it?

  • August 23, 2023
  • 5 replies
  • 0 views
Alex19

I wanted to get some feedback on how you are using the Essentials Card configuration that has recently been released (announcement here).

We are wanting to add as much useful information for our Employees so that they can understand who they're talking and tailor their assistance accordingly.

We want to pull some basic information from Zendesk, for example:

  1. Avg. CSAT for the client,
  2. Number of tickets opened in the last X days,

Alongside this, we'd like to pull some customer data from our platform system via our integration with Salesforce. Is this dynamic?

Thanks in advance for giving me some insights.

Alex

      5 replies

      Stephan12
      • Stephan12
      • December 12, 2023

      Hi Alex,

      A really interesting topic! Would you like to add KPIs of Explore or are the data available in Salesforce?

      1. Avg. CSAT for the client,
      2. Number of tickets opened in the last X days,

      If we can add data from a explore dashboard/ KPI I would be also interested in! :-)

      As I got really good results using the studio of KNOTS.IO (also leafworks.de), I think the API-Calls or even a sunshine conversation of an CSV extract would be possible as well. - But I am only a poor sales guy! :-)

      Good luck!

      Regards, Stephan

      Brandon12
      • Brandon12
      • December 12, 2023

      Hey Alex,

      This is a really neat topic indeed!  I think there's always a balance of how much data is truly essential to the customer conversation, but I think the case could be made to surface more of this information into the customer profile (also accessible from within the ticket) as custom user fields.  Would love to see what other users might consider putting into the essentials card.

      Brandon

      Alex19
      • Alex19
      • Author
      • December 12, 2023

      Hi @brandon12 - we want the information that we require on the essentials card, as we don't want the agent to have to switch views in order to see relevant client information.

      We already have a lot of information in the customer / company tabs that is relevant to see on the ticket in the essentials card, which can't be pulled over.

      I think the idea of the card is nice, just the fact that there is limited customisation restricts the usefulness of it. 

      Another limiting factor is that we can't test it in the sandbox area - as told to us by one of your support staff.

        Ifra
        • Ifra
        • December 14, 2023

        Hi @alex19, 

        I found something for you, you can try to add custom fields in the essential card:

        https://support.zendesk.com/hc/en-us/articles/5768595554714-Configuring-the-essentials-card#topic_up3_fp2_wxb

        Thanks

          B
          • Brandon34
          • December 14, 2023

          Hi Alex,

           

          Ifra's solution here is probably what you're looking for. I did want to add however that although Sandbox environments are limited, you could apply for and use a developer instance to test this instead as it's fully featured and would allow you to test this out ahead of time.

          You can find more information about that here: Getting a trial or sponsored account for development | Zendesk Developer Docs

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