The right panel is the column that sits beside every ticket in your inbox — the place where you check who the customer is, fill the ticket form, and see what has already happened on the ticket. We've reorganised it so that the things you use most often are easier to reach, and the things that were spread across several tabs now sit together in one place.
Nothing has been removed from your workflow. The information you were using earlier is all still there — it's just grouped more sensibly, and a few tabs have been renamed to match what they actually contain.
What is the right panel?
The right panel is the customer and ticket context area on the right side of your inbox. Think of it as the file folder that travels with every conversation — customer details, order history, the ticket form, past activity, and linked tickets all live inside it.
With this update, the panel is organised into these tabs:
Tab | What it holds |
Customer details | Shopify details and BIK details for the customer |
Shopify Store | Products listed in the store |
Ticket form | The form attached to the ticket |
Related tickets | Merged tickets and similar tickets, with similar tickets as default tab |
Ticket activities | Everything that has happened on the ticket, stage changes, calls, journeys, and macros |
Tasks | Internal tasks on the ticket |
Knowledge base | Entry point into Bik knowledge base |
What's changed?
Earlier | Now |
Customer details showed one flat set of information | Customer details is now split into Shopify details and BIK details, so store information and helpdesk information sit side by side instead of mixed together |
Ticket form sat inside a combined tab along with activities and history | Ticket form is now its own tab, outside the combined view, it's the thing most agents open |
A single tab called View ticket forms, activities, and history | Removed. Activity, history, and events were showing much the same information, so they've been combined into Ticket activities |
Similar tickets tab | Renamed to Related tickets, because it now shows merged tickets as well as similar ones |
Events tab | Renamed to Ticket activities |
Tasks tab | Unchanged |
Shopify Store tab | Unchanged |
Knowledge base tab | Unchanged |
How to access it
Open Inbox and click on any ticket.
The right panel opens automatically alongside the conversation.
Click any tab name at the top of the panel to switch between Customer details, Ticket form, Ticket activities, Related tickets, and Tasks.
To give yourself more room for the conversation, click the collapse icon in the top-right of the panel. Click it again to bring the panel back.
How to use each tab
Customer details
This tab now has two halves — Shopify details and BIK details.
Shopify details pulls your store information into the inbox so you don't have to switch to your Shopify admin mid-conversation. It has two sections:
Details — the customer's Shopify profile. This also has orders and this opens by default, since it's what most conversations are about. Use the search box to look up an order; the search works across all orders, not just this customer's, and results appear in a dropdown showing the order ID and name so you can pick the right one quickly. Click any order to see its line items and tracking.
Events — the customer's store activity in date order. The most recent event is marked with a dark green dot.
BIK details covers everything the helpdesk knows about the customer. It has three sections:
Details — name, email, phone number, address, and tags.
Custom details — your own custom fields for this customer.
Events — the customer's BIK events activity in date order.
Similar contacts — other customer profiles that look like a match, useful when the same person has written in from two different email IDs or phone numbers.
A few things worth knowing as you use this tab:
Hover over an email, phone number, or address and you'll see it underlined with a copy icon next to it. Click the icon to copy the value — it briefly turns into a tick to confirm, then goes back to normal. The same behaviour applies to copyable values on the Shopify side.
Long email addresses are shortened on screen so the layout stays readable. Hover over the address to see it in full.
Customer tags are always visible now — you no longer need to expand a section to reach them. Click the add icon next to the tags to attach a new one.
Custom details are edited directly inside the panel instead of in a pop-up. Start typing into any field and the Clear all option becomes available. Click Save when you're done and you'll see a confirmation message. While a save is in progress, the other actions on the tab are paused for a moment so nothing gets overwritten.
Similar contacts only appears when there's something to show. If it's hidden, there are no matching contacts for this customer.
Ticket form
The ticket form now opens as its own tab rather than being bundled with activity and history.
Your default form loads automatically when you open a ticket, so in most cases you can start filling straight away.
To change the form, pick a different one from the form dropdown at the top.
The Reset button is now called Undo. It reverses your last change rather than wiping the whole form — the earlier name caused some confusion, so we've made the behaviour clearer.
You can attach files up to 25 MB. Anything larger will not be accepted.
To share a form link, click the copy icon. It turns into a tick to confirm, then returns to the copy icon.
Tip: If you've made changes and haven't saved them, you'll be asked to confirm before those changes are lost. This happens when you collapse the panel, move to another ticket, or switch to a different form.
Ticket activities
This tab brings together everything that used to be split between activity, history, and events.
Each entry shows you the channel and date, the ticket ID, what happened, and who or what changed it. Every activity type carries its own icon, and the channel the activity came from is marked with a small icon in the corner of that icon — so you can scan the list and tell a WhatsApp call apart from an email update at a glance.
You'll see the following in this list:
Ticket stage changes
Label additions and removals
Calls, both WhatsApp and phone — incoming, outgoing, and missed
Journeys that were triggered for this customer
Macros that were applied
Assignment changes and alerts
Related tickets
This tab covers both merged tickets and similar tickets, which is why it's no longer called "Similar tickets".
When you're viewing a parent ticket, you'll see the child tickets that have been merged into it.
When you're viewing a child ticket, you'll see the parent ticket it was merged into.
Similar tickets lists other tickets from the same customer or on the same issue, so you can check whether it's already been answered.
To merge a ticket, click Merge, search for the ticket you want to merge into, and confirm.
Tasks
Internal tasks work exactly as before — nothing has changed here. Create a task from the panel, assign it, and track it against the ticket.
FAQs
Where did the tab with forms, activities, and history go?
It's been removed. The form now has its own Ticket form tab, and activity, history, and events have been combined into Ticket activities.
Where do I find ticket history now?
Under Ticket activities.
Where do I see a customer's Shopify orders?
Open Customer details and look under Shopify details. Orders open by default.
Why can't I see the Similar contacts section?
It only appears when there are actually matching contacts. If it's hidden, there are none for this customer.
Can I still save a ticket without filling a form?
Yes. Select None from the form dropdown.
What's the maximum file size I can attach?
25 MB per file.
Do I need to do anything to get these changes?
No. The updated panel is applied to your inbox automatically.
If you have any questions or need help, reach out to us at [email protected] or through the chat widget in your BIK dashboard.