Agent Workspace sidebar

Once installed, the Omneo app appears in the Zendesk Agent Workspace sidebar for every ticket. It looks up the Omneo profile for the ticket requester and displays their customer data inline, so agents do not need to leave Zendesk to get context.

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What agents see

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Actions

Agents can select View full profile to open the customer’s full profile in Clienteling for tasks the sidebar does not cover, such as issuing an incentive or reviewing a transaction in detail.

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When no profile is found

If the ticket requester has no matching Omneo profile (no identity or email match), the sidebar shows a prompt instead of profile data. An agent can select Create to create an Omneo profile from the ticket requester’s Zendesk details, linked immediately through the configured identity handle.

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See also

• Profile sync for how the identity link and field mapping work
• Zendesk for CS teams for how to train your CS team on using the sidebar