Viewing customer context in a ticket

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13 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.

    0
  • 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

    Zendesk offers free, on-demand training for all of our products. Set up your account and start learning today at training.zendesk.com

    0
  • Tanut Wat

    Hi there,

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

    Thank you,

    0
  • 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.

    3
  • 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
  • Joey Delestre

    Hello, 

    The ability to adjust the User Profile section is critical for us and we need this upvoted or escalated to the development team to be worked on. Ideally, we can expose the external_id that is associated with an organization or user to appear on the quick view of a support ticket. We were under the impression this would occur and was the reason that this information was requested while importing users, however, this is not the case. 

    Thank you, 

    1
  • Trevor Piercey

    Hey Team! We have a question about the "visitor path" in the Agent Workspace. All we can see is "Iconosquare" (our product) but we can't see the ending of the URL's without hovering over. Is there something that needs to be set so we can see the actual URL the user is on? (i.e- the URL's are all pro.iconosquare.com/billing, pro.iconosquare.com/engagement etc etc. 

    But all we see is the title of the site. Each user interaction says "ICONOSQUARE" (instead of also showing us the full URL. 

    0
  • Nelcie
    Hi Joey, thanks for letting us know your use-case. You can create and add custom fields to user profiles and these should be visible to all agents and are editable by agents with access to all ticket. Adding custom fields to users
    However, at this time, custom user fields are currently not captured in the Context Panel.

    You may also want to look at the User Data App. A Zendesk app that shows user data, as well as associated custom user fields with more granular control. User Data

    Additionally, I can see how this use-case can benefit you as well as other users so I would highly recommend posting this feedback to our Product Feedback Page. We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
    0
  • Chris Fassano

    Hi Zendesk team, 

    I will be using a 3rd party AI chatbot on our help center soon instead of the Zendesk AnswerBot widget.

    For the visitor path/pages view feature, the article mentions "Tracking begins when an end user first lands on any page with a Web Widget or mobile SDK embedded in it, and only pages with a widget or SDK embedded are recorded."

    Could I somehow add the Web Widget/ mobile SDK embedded in an "inactive" state on the helpcenter so that I could utilize the visitor path/pages view feature, but not have the Zendesk widget appear to visitors? 

    0
  • Denise

    " 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"

    Any update on when this will be implemented?

    1
  • Dane
    Zendesk Engineering
    Hi Chris,
     
    You can use the Suppress Script for the widget to disable all the its functions. Once done, the actual widget icon should be hidden on the page while still retaining the ability to check the context panel for the visitor.
     

     
    Hi Denise,
     
    As it turns out, we don't have a definite time when it will be available. You can always check our Zendesk updates page for the latest information about our products.
    -1
  • CJ Johnson

    "This displays the web pages, app screens, or help center articles the requester has viewed, including what the requester is currently viewing, that meet the criteria listed above." 
    Is there any way to tell where on their journey they started the ticket or chat from? I know this was a limitation to chat previously, that you cannot tell from what page the chat actually began on, it could be the first one, it could be the third one listed.  This would be hugely helpful for understanding the customer journey. 

    0
  • Dainne Lucena
    Zendesk Customer Care

    Hi CJ Johnson!

    By design, "Page Viewed" & "Interactions" are separate. So at the moment, it's not yet configurable to have a hybrid setup.

    However, I do agree that it would be a nice feature to have! I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    0

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