Viewing customer context in a ticket

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5 Comments

  • Brianne Hansen

    Can the customer context show browser/device information? We used to be able to see this information easier in chat, but we've switched to the agent workspace and it's more difficult for us to find.

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  • Malinda
    Zendesk Customer Care

    Hi Brianne!

    End user information in Chat, such as location, browser, device, and IP address are not available to agents in Agent Workspace at this time. However, this is a feature we hope to bring back! In the meantime, follow these instructions to identify the Visitor Path:
    View the Visitor Path During Live A Chat

    I hope this helps!

    Malinda - Customer Advocate

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  • Tanut Wat

    Hi there,

    I do not see "Chat visitor path" on my agent workspace. Is there any setting to enable it?

    Thank you,

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  • Josine Pentin

    Hello,
    When one clicks the User icon in the Context Panel, the following user fields are displayed:

    Customer Name
    Email
    Phone
    Time Zone
    Language
    Notes

    How do we change what user fields are displayed here and in what order?

    Thank you.

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  • Jason Schaeffer
    Zendesk Customer Care
    Hi Josine,
     
    Unfortunately at the moment those fields are not customizable in any way and you would not be able to add/remove fields or reorder them. I will definitely pass the feedback along however. 
     
    Thanks! 
    0

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