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.
  • 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? 

  • Denise von femSense

    " 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?

  • 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.
  • 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. 

  • 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.

  • Thomas van der Woude

    I do not understand why this is not visible. It seems to me that the page where the chat is opened is vital for understanding where customers get stuck. In our case we provide an e-learning course and want to let people comment on  particular parts.

    Just took time to tell you guys this is the sole reason we cannot use Zendesk as a tool.

  • Daniel

    Do the "pages viewed" only show pages where the requester was logged in? Or if the customer logs in once they get to a form do the Agents see the pages viewed prior to logging in and submitting the form?

  • Dane
    Zendesk Engineering
    Hi Daniel,
    As long as the widget is present on the pages that the customer visited, even unauthenticated, the "pages viewed" will still be available. 
  • Joe hurshman

    How do I limit an agents view of customer interaction/ticket history? For example, If I have a Brand and group set up for IT and another for HR in our company, John Doe may have sent a ticket to both. I want to make sure my IT desk can not see HR tickets and their contents in the user history. 

  • Dave Dyson
    Hi Joe, and welcome to the community!
    There are a couple of ways to do this: How can I prevent agents in one group from seeing another group's tickets?
  • Nick Zarate

    Is there something that would prevent the "Pages Viewed" from showing up on a ticket created by the messaging web widget? We have the web widget on our website, but for some reason, specific users that use the widget have no "Pages Viewed" section show up, while others do. I know this article states,

    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.

    However, the visitors are visiting the same pages, with the same embedded widget, as we are testing out the visibility for "Pages Viewed" so I don't think it's a matter of visiting pages where the widget isn't embedded.

  • Sachin Kotekar

    Do we have an update on when our agents can see browser/device information (User Info) when a user initiates a live chat? When this will be available in the Agent Workspace? In our business those details are really useful to help customers in resolving their issue. Please advise.

  • Korina Casacop

    Is there a way to capture the Interaction History and/or Pages Viewed by all requesters in a downloadable report (via Explore or other means)?

  • Dane
    Zendesk Engineering
    Hi Korina, 

    For the interaction history, you can use Events API.
  • Simon Blouner
    Community Moderator

    Hey Dane

    Reporting on metadata for Messaging tickets seems a bit foolish only to be done by using Events API, and not just directly in Explore - or am I missing something?

    One of many use cases could be to check what URL's on an eCom website generate the most tickets for instance.

    Do you know if this in the roadmap? in general making meta data available in Explore for the Messaging Dataset?

  • Anais

    This article is inaccurate: The time zone currently displayed by default in the customer context is NOT the customer time zone. It is the primary time zone of the Zendesk account (nothing to do with the customer/requester). 

    Any plans to change that soon? 

  • Susana Fernández Guinea

    Hi all, 

    We have just rolled out Zendesk Messaging when we realised that the Pages Viewed section was redirecting to the actual pages that the end-user had gone through. We believe this is because the Messaging Bot is also setup in those pages.

    For us, this is a huge security risk as those pages that the end user is going through are related to payments and we don't want those pages to be available in the tickets for anyone to click and be redirected to them. Even more, when there is some personal data of the end-user that was still showing when the clicked and where redirected to the URL...

    The link did expire about 30 mins before it's creation in the Pages Viewed, but it's still unclear if this is a Zendesk measure or if it's our own security.


    We need to be able to either deactivate the hyperlinks in the Pages Viewed section or to deactivate the section as a whole.



  • Brett Bowser
    Zendesk Community Manager
    Hey Susana, I'm going to create a ticket on your behalf so our Customer Care team can look into your account and see if this is expected behavior. You'll receive an email shortly stating your ticket has been created. Thanks for bringing this to our attention!
  • Anna Billings

    What are the full parameters around which past interactions will show up? I see some customer profiles with a long list of past interactions shown on a ticket - some of which are archived tickets - and others where only a couple of past interactions show up. It seems like there's no consistency between customers. 

  • Anjana Hiregoudar

    End user information in Chat, such as location, browser, device, and IP address are not available to agents in Agent Workspace at this time. When is this feature going to be available? It is very important for us to see this information.

    Also found this other article

    And a workaround, if you go to the Chat Dashboard -> Visitors, when you have a live chat you can see the end user's location, and browser info by hovering over the flag and the computer icons between the visitor and online column. Still no IP address info. And this is not super helpful are you would have to navigate in two different tabs.

  • A A

    To whom it may concern,

    If you're not on Enterprise plan, you cannot add fields to the Essential card. And the only way is to create your own app to display additional user fields. Is that correct?


  • Mike DR
    Zendesk Customer Care
    Hi Anna!

    Base on this article Viewing a ticket in the interaction history, it would only remove the archived tickets.


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