Plan requirement
| Subscription | Suite Growth 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 Cards.
- Configure the card and choose which fields appear on it.
- Save and check 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.
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.
Comments
0 comments
Article is closed for comments.