Customize the request and client details panel

The client card in the details panel can contain dozens of fields, but only some of them are filled. This guide shows how to hide empty fields and pin important ones at the top. You can also reorder fields and the panel sections themselves — so only what you need stays at hand.

When you need it

The client card shows many empty fields, and you have to hunt for the one you need.
You want specific fields (for example, phone and email) to stay at the top of the list.
Panel sections (Client information, Request fields, SLA metrics, Appeal history, and others) are in an inconvenient order, and you want to rearrange or hide unused ones.
You need one of the sections to stay expanded as soon as you open an appeal.

What to know

The details panel is the right-hand panel that opens with the appeal. It shows client and request information in collapsible sections: Client information, Request fields, SLA metrics, Appeal history, CSAT Ratings, QA. The set of sections depends on the appeal type and your permissions.
In Client information, filled fields are shown immediately. Empty ones stay behind Show empty fields ({count}), where {count} is how many empty fields are hidden.
Pinning a field (pin icon) keeps that field visible even when it is empty and you have hidden other empty fields.
In Request fields (ticket custom fields) you can only hide empty fields. You cannot pin or drag an individual request field — those fields already follow the topic settings.
Field and section order, pinning, and visibility are saved for you personally and apply to every appeal.

Before you start

You are signed in as an operator or a supervisor.
You opened an appeal — the details panel appeared on the right.

Client fields

Step 1. Show or hide empty fields

In Client information, above the field list, find Show empty fields ({count}) — it appears only when there are hidden empty fields.
Click it — empty fields appear in the list.
To hide empty fields again, click Hide empty fields.

Step 2. Pin or unpin a field

Hover the field you need — a pin icon appears to the right of it.
Click the icon to pin the field — the pin turns and highlights. A pinned field stays visible even when you hide other empty fields.
Click the icon again to unpin the field.

Step 3. Reorder fields

Above the client field list, click Field actions (the ⋯ icon).
In the menu, choose Arrange — all fields (including empty ones) become draggable. A ≡ handle appears to the left of each field.
Drag the fields you need by the ≡ handle into the new order.
Click Save to apply the new order, or Reset to restore the default order.

Step 4. Show or hide unpinned fields completely

Click Field actions (the ⋯ icon).
If the list has unpinned fields, the menu includes Show all — it shows every client field, including those that are not pinned.
To narrow the list back to pinned and filled fields, choose Hide in the same menu.

Extra request fields

In Request fields, topic custom fields (for example, an order number or a product category) can also be hidden when they are empty:

In Request fields, scroll to the end of the field list.
If there are empty custom fields, click Show empty fields ({count}) to see them, or Hide empty fields to hide them again.

Panel sections

In the details panel header, click the gear icon Panel settings.
In the window that opens:
- Use the Field size slider to choose density — Small, Medium, or Large.
- In Section order and visibility, drag a section by the ≡ handle to change its place in the list.
- Click the eye icon next to a section to hide it from the section list, or click again to show it.
To keep a section always expanded, hover its heading in the panel itself (not in settings). Click the pin icon to the right of the name — this pins the section expanded for every appeal.
To keep the whole details panel open when you switch between appeals, click the pin icon Pin panel in the panel header.

What happens next

The field and section list in the details panel updates immediately and stays that way for every appeal until you change it again. This is a personal setting — it does not change other operators’ details panels.

How to confirm it worked

Check that pinned fields stay visible after Hide empty fields.
Open another appeal and confirm that field and section order matches what you set.
Check that a section pinned with the pin icon is expanded as soon as you open a new appeal.