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Viewing customer context for user, history, and device information



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Aimee Spanier

Zendesk Documentation Team

Edited Jul 11, 2024


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49 comments

Is there any way to include page views in any business rules? I'd like to use business rules to update tickets if a fan is able to successfully checkout after interacting with our team, which is tracked within the interactions - within the timeframe before a ticket is closed.

Thanks

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Aubree

Zendesk Customer Care

Hello Megan, 

It looks like adding the "Page Views" as a condition in any business rules is not possible at the moment. 

I've marked this conversation as product feedback for review, which means that your input will be aggregated as a part of our Voice of the Customer program that provides customer feedback to our product development teams. 

In addition, 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. Specific examples, details about impact, and how you currently handle things are helpful for our product teams to understand the full scope of the need when working on solutions. 

We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.

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Hi, I am here to ask again when can one expect to dee data related to End user information such as location, browser, device, and IP.

 

Also, is there a way in the customer context to see previous tickets (no matter what's their source )?

 

Thanks!

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Dane The Events API you linked here; https://support.zendesk.com/hc/en-us/articles/4408829170458/comments/5522042156314 takes us to a 404.  Can you please update the link for us? Thanks!

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Destiny

Zendesk Customer Care

Hi Judd, 
 
I believe this is the link that my colleague Dane shared on the other community posts https://developer.zendesk.com/api-reference/ticketing/users/events-api/events-api/. Let me know if you find it helpful. Cheers~!

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Zendesk, could you answer to @Anna Billings comment dated July 21, 2023. 

Our account is experiencing a similar issue with "Interactions." We can't view the entire interaction history, even though the User Profile displays a long list that isn't appearing in the interactions section.

Question: Is there a limit to full parameters around which past interactions will show up?

This is what we see under the Interaction List:

This is what we see under the User Profile:

 

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Tim McLean

Zendesk Product Manager

Hi Elaine Tan

You see a difference in the list of tickets because archived tickets are excluded from the interaction history, whereas the User Profile page includes all tickets, including those archived. 

We are tracking customer feedback to provide more information in Interaction History, so we appreciate you providing it.

Thanks,

Tim

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Hi,

We need to be able to see what device and browser a customer is using in Agent Workspace. I notice this was flagged a couple of years ago and hasn't been addressed yet, with follow-up requests in this thread being ignored by Zendesk staff.

Please advise? 

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Destiny

Zendesk Customer Care

Hello Lydon,
 
Thank you for reaching out and for your continued patience. We understand the importance of being able to see what device and browser a customer is using in the Agent Workspace for your operations. I'm pleased to let you know that we have indeed taken note of this feature request, and our development team is currently working on implementing this functionality.
 
While I'm unable to provide a specific timeline for its release at this moment, we are committed to enhancing your experience with our platform. We greatly appreciate your suggestions and can assure you that this enhancement is on the way. Please keep an eye on our updates and announcements, as we will notify our users promptly once this feature is available.
 
Once again, thank you for your feedback, as it drives us to continuously improve our service. Should you have any further ideas or questions, please don't hesitate to get in touch.

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Hi,

 

I have a question regarding the ‘Interactions' section. Based on my observations, it seems to be solely linked to the Essentials card's email address. However, we typically create separate Internal tickets for end users for reviews. Therefore, my question is: Is there a method to filter these internal tickets into the "Interactions' section? We Also use the app ‘Ticket history,’ but it does not filter content outside of the Essentials card.

 

Could you suggest any other workaround? This would greatly assist us in our work.

 

Thank you in advance!

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Nikolay Atanasov - Support 

We currently don't have a workaround for it at this time, unfortunately. So that is something I advise you to provide your feedback on our community where our Developers and product managers can see. https://support.zendesk.com/hc/en-us/community/topics/1260801325369--Feedback-Ticketing-System-Support-

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Can I have all this information in a report?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Kurdish Agent 5 ,

I don't think there's a built-in way to do that for now. But can you post your use case to our Feedback on the ticketing system (Support) topic, using this template to format your feedback?

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Hi, using the Agent Workspace for chat tickets, we need to be able to see our client's location and IP address, essential information that many chat platforms provide, and that your Chat App used to provide.

I notice this is commonly requested here and hasn't been addressed yet.

Please advise?  Thanks. Loreto.

 

 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Domains Director ,

That's still available in Agent Workspace but just in a different place - the Ticket Events. Check this guide out for reference

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What is RECENT? The article mentions it only shows recent articles, but does not mention the time frame of recent.

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The “Pages viewed" section is not showing up for me in the Customer Context panel. One of my team members is able to see the Pages viewed section; even when we look at the same ticket, she's able to see Pages viewed, but I'm not. Is there a reason this wouldn't be showing up for me?

I'm including an image below as an example. For this same user, my teammate is able to see the Pages viewed section, but it doesn't appear for me.

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Jahn

Zendesk LuminaryCommunity Moderator

Aimee Spanier - is there a chance we can have the copy button under External ID field as well in the context panel?
 

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Is there any way to see beyond the 20 most recent pages/help centre articles viewed?

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