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CRM Scene Customer Context

Customer details and ticket history, together in one place.

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Support

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CRM Scene

About this app

CRM Scene Customer Context helps agents understand the person behind a ticket. See customer contact details, the organization shown on the ticket, previous tickets, and things that may need attention without leaving Zendesk Support.

What you can see

  • Customer contact details, language and local time when a valid time zone is available.

  • The organization selected on the ticket. If none is selected, the app clearly labels when it uses the default organization from the customer profile.

  • Ticket totals, other active tickets and recently updated tickets.

  • A larger details window with customer information, ticket lists and explanations of things to know.

  • Notes about VIP or flagged tags chosen in settings, suspended customers, repeat contact, ratings on reviewed tickets, shared tags and organization workload.

  • Optional extra details from fields and tags that already exist in Zendesk.

Understanding the results

The app only shows information your Zendesk role can access. Active tickets include new, open, pending and on-hold tickets. Totals may include the current saved ticket; the other active tickets list leaves it out. Unsaved changes and recent changes not yet included in Zendesk search may not appear.

Ratings and shared tags use the first 20 history tickets loaded. The rating shown comes from the most recently updated rated ticket in that group, which may not be the most recently submitted rating. Shared tags do not prove that an issue happened again. Each ticket list stops at 1,000 search results. Unavailable information is shown as unavailable, never as zero. The attention score is a rule-based guide, not a judgment or prediction about the customer. It is hidden when information or settings are incomplete.

Your customer information

The app reads information from your current Zendesk account. It does not change tickets, customers or organizations. It has no analytics service and sends no customer information to a CRM Scene server.

Displayed details and a small temporary cache stay in the app window while it is open. Details are shared with the larger window through Zendesk. Customer information is not written to browser storage or cookies. The app loads the Zendesk framework from Zendesk. No external account, API key or new custom fields are needed.

Detalles de la aplicación

Cómo instalar

Install the app in Zendesk Support, then open an existing ticket or a new ticket with a saved customer. All six settings are optional. You can keep the defaults to start. Select Refresh after making changes, or Open details to explore more tickets and customer information.

You can choose how many days to review (7–365), how many recent tickets to show (1–10), and when notifications appear (auto, always or never). Clearing the VIP or flagged tag list turns off that type of tag match.

An administrator can use the additional details setting to show existing fields or tags. It does not create fields. The example below uses JSON, the format this setting requires. Replace the field names and tags with the ones used in your Zendesk account.

Example settings for existing fields and tags:
json
{
"plan": [{ "source": "organization_field", "key": "plan" }],
"region": [{ "source": "organization_tag_prefix", "prefix": "region_" }],
"tenant_id": [{ "source": "user_field", "key": "tenant_id" }]
}

Ask your administrator to review any settings or access warnings. The app does not require an API key. The included README.md explains the settings, how counts work and how to check an installation.

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