No IPs available in Chat

34 Kommentare

  • Offizieller Kommentar
    Ayush Upadhyay
    Zendesk Product Manager

    Hi Everyone,
    I would assure you that this is still on our roadmap, but unfortunately, we've had to push development to early next year.

    Thanks for your continued patience, we know this is important to you.

    Regards,
    Ayush

  • Brian | Brigid | S-W

    Yes, it's super important to have these IPs visible! Thanks in advance for fixing this quickly. 

    6
  • Téanna R

    Agreed. Knowing IP access existed in chat was a vital factor when deciding to start using it as a support channel prior to AW, so having that restored will be huge for our success as a customer of ZD ourselves. Thank you! 

    6
  • Paolo | M-F 8-5 PST

    This will be so helpful for our chat agents!

    5
  • Nicole Jaeckel

    This feature is very important for our chat agents for the security of our customer's accounts. 

    5
  • Lynslee Mercado

    Definitely need this feature in chat. Without it, we can't accurately and safely help our customers.

    5
  • Derek Peterson (M-F)

    This is imperative for customer safety in chat. Please make this a priority! Thank you in advance.

    5
  • Erin Burreece

    Having this feature would go such a long way.

    4
  • This feature is really important for giving the best support to our customers and most important thing, their safety

    4
  • Hi team! We absolutely need to see IPs to be able to authenticate our customermers! It would be amazing if that could be an option again. 

    4
  • Nikolai Norman Andersen

    The whole session information (IP, browser, location etc) would be useful to have in the Agent Workspace. We use it to provide technical support.

    It's great that the verified icon from the authentication (JWT) carries over, but the external_id should be available as well.

    4
  • Chris Bulin
    Community Moderator

    Hi Ayush Upadhyay

    Our team uses the agent browser information and IP addresses to troubleshoot access to and viewing of content on our site, so it's extremely important that they have access to that information while they are on a chat with a user. In Zopim, that information shows up in the right rail. 

    Without this information, we have to send them off our site to google what their IP address is. Licensing of our content is partially based on IP address, so this can help us determine whether someone is authenticating through their licensing provider.

    It is also time consuming to ask them to provide us with the browser, version, and OS they are using. We work with the general public, so it is not always a sure bet that folks will understand what a browser is, much less which one they are using. The more information we can have at our fingertips, the faster we'll be able to resolve chats.

    Thank you!

    4
  • Dat (Dan) Le

    Ayush, if I'm not mistaken, the screenshot you provided is actually the agent's IP and meta information that is shown in the events section of Agent Workspaces, rather than the customer's.

    3
  • Meg Gallear-Ouimet

    This isn't helpful, Ayush, because these events are only available once the chat has come to a close. If we're helping a customer in real time, we are unable to see any details about the browser, device, or IP they are on, which can be crucial for verification and troubleshooting. 

    2
  • Meg Gallear-Ouimet

    This workaround is only applicable for once a Chat has ended, which means we are unable to use those IPs or meta information to verify the customer or help troubleshoot while we are actively chatting. 

    We appreciate the reception of the feedback here and look forward to any updates on when it can be incorporated. 

    1
  • Michael Mulligan

    Hello @...,

    As your stated workaround above is only available once after the chat has ended (events are only available once the chat has come to a close). We need access to this information for discovery and troubleshooting while serving an active chat.

    Thank you.

    1
  • [Basarts]

    To secure the processing of chat requests, we absolutely need to have the IP of the customer who contacts us to identify him as the owner of the account linked to the request and thus intervene on his account. 
    This information is essential for us! 

    1
  • Erin Wilcox

    Yes, just to reiterate the others, the workaround does not work for us either.  We need to know in real time, while the chat is being handled the IP and basic information that was provided in the old platform.  Bummer this has been put off.

    1
  • Jupete Manitas
    Zendesk Customer Care

    Hi Lila, thanks for writing in! Yes, the workaround they are discussing is the IP indicated when you visit individual conversations under the History tab > user info in the chat dashboard which shows the history of your past or ended conversations. While the limitations article is referring to the Visitors tab just above History in our chat dashboard. Thank you and we hope this information clarifies! 

    1
  • shelley

    Jupete Manitas do we have any updates on the development that Ayush Upadhyay (seems they are no longer with ZD) posted in Jun22? Is this requirement still on the roadmap and scheduled for development in 2023?
    We have switched over to the Agent Workspace as of yesterday and like everyone else who has commented here we require Location, Timezone, Language, IP Address, and Device to help support and service our customers. 

    1
  • Michael Mulligan

    Jupete Manitas - June 15, 2022, Ayush indicated development was being pushed to early 2023. 2023 is coming to a close. Any update on this? 

    1
  • Dat (Dan) Le

    Thanks for following up, @....

     

    I can't think of any other items that we need outside of the ones you listed for the data set.

     

    Thank you!

    0
  • Lila Kingsley

    Zendesk, the workaround mentioned here for IP addresses seems to be for ended/historical chats in the chat dashboard.  But, the Dashboard Limitations section of the Agent Workspace Limitations article appears to state that only current chats appear in the dashboard.  Can you clarify?

    0
  • Lila Kingsley

    Thanks Jupete Manitas happy to hear we can still grab the visitor ip from the Chat Dashboard History page!

    0
  • Socios Luciano P

    It would be extremely useful for us to have visibility of end-user information such as location, browser, device, and IP address in the Agent Workspace as it will save agents valuable time to gather these details directly from the customer.

    0
  • Alex

    Jupete Manitas Our organization has just moved to Agent Workspace, and we need to see the IPs of the users to be able to use the ban feature. When will we be able to see the IPs of the clients that reach out to us? 

    0
  • Jupete Manitas
    Zendesk Customer Care

    Hi Alex, Hi shelly, we cannot confirm a timeline at the moment but this is still on the roadmap. Once new information is available one of the product managers will update this and we will have it announced in the announcement section. Appreciate your understanding! 

    0
  • shelley

    thanks Jupete Manitas for the update, good to know that it is still on the roadmap.

    0
  • Jupete Manitas
    Zendesk Customer Care
    You are welcome, Shelley! 
    0
  • Anjana Hiregoudar

    End user information in Chat, such as location, browser, device, and IP address are not available to agents in Agent Workspace at this time. When is this feature going to be available? It is very important for us to see this information.

    And a workaround, if you go to the Chat Dashboard -> Visitors, when you have a live chat you can see the end user's location, and browser info by hovering over the flag and the computer icons between the visiton and online column. Still no IP address info. And this is not super helpful are you would have to navigate in two different tabs.

    0

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