Question
How does Zendesk capture the location of the end user?
Answer
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 making a call to 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.
For Zendesk Chat, the user's location is also retrieved based on the IP address of the visitor. However, the location sometimes may not provide specific city or even state as these are the only data available for that specific IP address.
9 Comments
Can the end-user's location be used in business rules? We would like to be able to create triggers using the end-user's location.
@Mikayla Welborn.
The end-user location mentioned above is only for report purpose. However, there are few work-around you could use to achieve it.
1- Create a user field and manually add the end-user location
2- Create a ticket field then ask the customer to provide their location when sending you a request.
3- There is a condition under trigger which allows you to use the time-zone, but it will not give the exactly location of the user.
Regards,
@ Leandro Vasconcelos
Hi Leandro, thank you for the workaround. Would it be possible to include office location when I do a bulk import of of users?
Thank you!
@Jane
Hi Jane, my apologies for the late reply!
Yes you could, but before you do it you need to create a custom field called office location as explained here.
Once you do it you can then import the CSV file which include the office location header. Find more information of how to bulk import users into Zendesk here.
Regards,
Leandro
Hi, I have a couple of questions about the granularity of this. My organization has operations in three states and multiple markets (i.e. cities) within each state.
1. We operate in Arizona. Does the time zone that gets captured AZ time? (AZ is not on day light savings so half the year they're in Mountain time and half the year they're in Pacific time)
2. If timezone is being interpreted by IP address, is there a way to designate between cities/markets within the same timezone (Austin, TX vs. Dallas, TX vs. St. Louis, MO)
Thanks!
Hey EJ,
Great questions! It may be helpful to take a look at the following article: What timezone does Zendesk use?
What’s shown to the user is based on the time zone set on the user’s profile. If you notice the timezone may not be correct for a specific user, you'll want to check user profile directly.
Let me know if you have any other questions!
Hi Brett,
Thanks for the follow-up. I'm plugging in the response I received via product support in case anyone stumbles to this thread wondering if I figured out how to do this. The short answer appears to be 'no,' but that you could set up ticket macros to define the market based on rules/logic such as area code:
Thanks!
I don't see any equivalent in Explore, is this possible still? If not, are there plans to add it? It's something that would be useful for our team. We're not too concerned about NULL or inaccurate values based on VPNs, it's still data we'd like to be able to report on.
"Requester/Submitter Locale" in Explore does not seem to pull this data, it seems to come from the user profile settings which default to a specific locale. So it's showing that our 500,000+ tickets all come from one locale which is of course not useful at all. If there's a way in Explore to report on the data from the screenshot above, that would be ideal.
Cheers!
Hello Trevor,
Within Explore, the closest matchup would be those that you mentioned: Requester Locale, Submitter Local, and Requester Timezone which reference the User profile in Support.
Taking a look into the Ticket Updates dataset, I do see that the Tickets Created metric works with the Update country attribute. It should be possible to slice that metric by a calculated attribute based off of that to filter for country at first update.
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