Viewing customer context in a ticket

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  • 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.

  • 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,

  • Josine Pentin

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

    Customer Name
    Time Zone

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

    Thank you.

  • 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. 
  • Joey Delestre


    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, 

  • 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, 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. 

  • 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.

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