Question
Where is my customer’s Chat visitor path information located in the Zendesk Agent Workspace?
Answer
In the Agent Workspace, chats are served in the Support instance. The customer's Chat visitor path is located in the context panel while viewing the ticket.
For a walkthrough on how to access this, including visual aids, see this article: Viewing customer context in a ticket.
3 comments
CJ Johnson
I do not see the visitor path anywhere in any side panel. Is this article out of date?
0
Christophe A.
This article is still up to date.
Be sure you clicked on the "User profile" sidebar if you can't see the Visitor path.
See this article for details: Viewing customer context in a ticket
0
Gary Shand
Hi.
We are looking at moving to Zendesk Messaging from Zendesk Chat, but one issue we are finding is that Messaging does not include the visitor's URL in the ticket events in the way that Chat does.
We currently have triggers set up to identify if the chat comes from our website or in-app, and these triggers use comment text from the URL in Events to do this. However, we cannot use triggers like this in Messaging due to the lack of URL in the Events, so cannot identify automatically where the chat came from. An example of a trigger that identifies customer location:
Is there any way to get around this? It's really important that we are able to identify the URL location in our tagging when we move to Messaging.
Cheers,
1