Get customer context on work items
Customer context shows information about customers on work items, so your support agents can quickly understand who they’re helping and tailor their support.
To get customer context on work items, you first need to create customer detail fields and organization detail fields.
How customer context appears on work items
When you view a work item, you’ll see a Customer details panel, which can include:
Customer details, like contact information and any custom fields you’ve added
Organization details, if the customer belongs to an organization
Entitlements, showing the products or services the customer or organization has access to
What you see on this panel is based on the customer and organization profiles you’ve set up, and the detail fields you’ve chosen to display.
Customize customer context on work items
You can choose which customer and organization detail fields appear on work items.
To customize the fields shown:
Create the customer and organization detail fields you want to use.
On the Customer details or Organization details screen, select Manage work item view.
Select the fields you want to show on work items.
Select Save.
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