Last week Zendesk introduced a new feature, which would allow agents to see the customer external ID in the user/customer context panel. (there was also a green verified logo right next to it)
This was actually a really useful feature as it allowed us to make the external ID which is important for our agents, more visible to agents.
Is there any reason why the feature was removed, and are there any plans to bring it back?
Hi @shayan11
To confirm, the Customer Context panel didn't include the external ID by default. By any chance did you make any changes to the user fields or have any integrations that could be working with the Customer Context panel?
Do you also have a screenshot of what it looked like on your team's end so I can relay this over to the team to look into?
Hello @Dainne Lucena,
There are no additional apps that I have installed. For us, if an external ID was submitted via API, it would be displayed in the customer context panel.
The feature also started working again on our main instance.
@cheeny I have the context panel enabled, but am wondering how I can get an external ID to display in the context panel.
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This is the Context Panel. More information may be found here: Using the context panel