Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Cards show information from a related record in the context panel, so an agent sees the contract without opening another system.
What a card shows
Fields from a record the ticket points at: a custom object, a user, or an organisation. The agent sees the details in the panel rather than clicking through to find them.
A ticket with a lookup field pointing at a contract can show that contract's type, start date and status right beside the conversation.
Set one up
- Make sure the ticket has a lookup relationship field pointing at the record.
- Open Admin Center, then Workspaces, then Agent tools > Cards.
- Click the card by name. There is a User profile card, an organization card, an IT asset card and one per custom object.
- Use +Add field to add, the X to remove and the grabber to reorder.
- Click Save and check it on a ticket that has the relationship filled in.
Choose few fields
A card is a summary, not a record view. Three to five fields that change how the agent answers is right. Everything the record holds is a wall of text nobody reads, and the ceilings are generous enough to let you build one: an organization card takes up to 20 standard fields and an asset card up to 8.
The test: which fields would make an agent respond differently? Those go on the card. The rest are a click away and that is fine.
The relationship has to be filled in
No card appears when the lookup field is empty. If cards show up sometimes and not others, that is usually why, and the fix is upstream: making sure the relationship gets set, by rule or by asking on the form.
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