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.
4 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
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