How does Zendesk capture the location of the end-user?
- The user's location is based on the IP address of the user, captured the moment of the ticket creation.
- There will be some cases where there's a firewall or a proxy used by the end-user, which could prevent this information from being accurate.
- It is not possible to capture the end-user's location or set up the location manually in tickets created via the API. The location displayed in these tickets is the one of the server of the script calling the API.
Note: If you use the tickets created by location metric in Insights, IP masking may result in a null value. VPNs may also contribute to skewed location data.