Help Desk - Contact properties in sidebar

Service Hub Tickets & Conversations
1

Hey there!

We are thinking of migrating from the Inbox to the Help Desk because of the current (and future) advantages it offers.

Our CST team is used to take a look at the Inbox sidebar, where you can customize and include any contact properties you find useful.

On the other side, I can see that with tickets in the Help Desk there is no way to customize the associated contact properties, so that we can see important information right away. The only option I see is “previewing” the contact, which opens another tab where you can indeed customize the properties shown for the contact.

However, we find this a bit more time consuming and it doesn’t allow you to see the other information on the initial sidebar at the same time. Does anybody know if there’s a way to actually include and customize the contact properties directly on the regular Help Desk sidebar?

Thanks!

2

Hi @Jesusrojasrl,
Thank you for posting to the Community!
I understand that you want to show contact properties within the HelpDesk Sidebar.
I’d like to tag in some of our Top Contributors to take a look here -- Hi @karstenkoehler @OPerek-Clark and @RomyFuchs1 Do any of you all know if this is possible?
Thank you!
Cassie, Community Manager

3

@Jesusrojas it is posible to customize the Contact cards shown (there is a recent beta where you can add more properties than the normal cards). I have it set in one portal where it’s showing a differnet Contact card in Helpdesk (include App record id, last pages seen, role, last activity date, etc) - properties that are more useful for support than the standard, phone, email, title that a Sales person would need.
Hope this helps