How to configure the info pane (side pane)
Last updated October 12, 2026
Overview
The info pane is the side pane that agents see beside a ticket. It shows context cards, such as ticket information and customer information, so agents have the details they need without leaving the conversation.
In "App Configuration > Ticket Management > Info Pane" , Admins choose which cards appear, set their order, and control which ticket, customer and account fields are displayed inside each card. The Inbox view and the Customer timeline view each have their own card order and visibility. A well-organized info pane puts the most useful context first, so agents spend less time scrolling and searching.
This is a global setting: an Admin configures it once, and the layout applies to the whole team.
Key Features
- Card visibility: Turn each card on or off with its toggle.
- Card order: Drag cards by their handle to change the order in which they appear.
- Separate layouts per view: The "Inbox" and "Customer timeline" tabs each have their own card order and visibility.
- Field-level display rules: For each field in the "Ticket information", "Customer information" and "Account information" cards, choose when it is displayed.
- Team-wide layout: Clicking "Update settings" applies the layout for the whole team.
How to configure the info pane (side pane)
Fields shown in the card settings come from your workspace's ticket, customer and account fields.
- Go to "App Configuration > Ticket Management > Info Pane" .
- On the "Inbox" tab, configure the cards shown beside tickets:
- Visibility: Use the toggle next to a card (for example, "Ticket information") to show or hide it. Toggle it back on to show it again.
- Order: Drag a card by its drag handle and move it up or down the list.
- Click the "Customer timeline" tab and configure its cards the same way. For example, use the toggle next to "Customer information" to show or hide that card in the Customer timeline view.
- Scroll down to the card settings to control the fields inside each information card.
- For the ticket information card, open the dropdown next to a field and select a display option: "Always show", "Show in additional fields unless populated", "Always show in additional fields" or "Always hide".
- Click the "Customer information" tab and set the display option for each customer field.
- Click the "Account information" tab and set the display option for each account field.
- Click "Update settings".
The new layout is applied to the info pane for the whole team.
What agents see in the info pane
The info pane appears on the right side of the Inbox, Customer timeline, Search, Customers, Accounts and Sessions pages. Its content follows what the agent is viewing. In the Inbox, press Space to switch between the conversation preview and the info pane.
- Contact card: The customer's name, email, phone number and whether they are a visitor or an identified customer. Quick actions open the "Customer Profile", "Create Ticket", "View Session Recordings" and "Initiate Call".
- Ticket information: Status, assignee, priority, tags, team and time open, plus SLA and custom fields when set up. Click "Show all ticket information" to see the remaining fields.
- Customer information: Basic details plus engagement metrics, such as average ticket frequency and time to solve, and session data.
- Account information: Account details, website and CSAT score. Click "Show all account information" to see more, or click the account name to open the account page.
- Customer notes and Account notes: Notes your team keeps about the customer or the account.
FAQs & Troubleshooting
I changed the layout but agents still see the old one. Why?
Make sure you clicked "Update settings". Also check that you changed the correct tab ("Inbox" or "Customer timeline").
I hid a card on the Inbox tab, but it still appears in the Customer timeline. Why?
Each tab has its own card visibility and order. Hide the card on the "Customer timeline" tab as well.
Can each agent have their own info pane layout?
The layout is configured by an Admin in "App Configuration" and applies to the whole team.
A field I need is missing from a card. What should I check?
Check the field's display option in the card settings. If it is set to "Always hide", change it to "Always show" and click "Update settings".
Can I bring back a hidden card?
Yes. Turn its toggle back on and click "Update settings".