Roll out date 26/08/25
We're excited to announce enhancements to the Zendesk Customer Cards for agents supporting Kry / Livi employees — including both clinicians and corporate staff.
The updated customer cards now display richer employee data, helping agents provide faster and more informed support. New fields include:
- Phone
- Job Title
- Company
- Department
- Manager
- Employee ID
- Work Location
- Cost Centre
These improvements are designed to boost efficiency by reducing the need to switch between systems or engage in back-and-forth conversations. With more context available directly in the ticket view, agents can resolve issues more quickly — without needing to access external tools like Workday.
Source of Information:
The integration is between Microsoft Entra ID and Zendesk. However, since Entra sources its data from Workday, Workday serves as the system of record for this setup. Provisioning occurs every 40 minutes, ensuring that the customer card reflects the most up-to-date information from Workday.
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