Can I view the IP address and other detailed user information from within a ticket?

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8 Comments

  • CJ Johnson

    This article is drastically wrong, extremely misleading, and wasted my time. This information is not available in the majority of cases in the audit log, despite all documentation claiming otherwise. I asked support and they have told me that they will not file a bug for this, nor consider it one, and there's no way to get this information in most cases. 

    1
  • Khajik Khajadourian

    I agree with CJ, this article is incorrect. The IP address does not show in the audit trail. 

    0
  • Brett Bowser
    Zendesk Community Manager
    Thanks for the heads up CJ and Khajik!

    I'm going to reach out to our documentation team to see if we can get this article updated with the correct information.

    Cheers!
    0
  • Steve W

    Any updates on this? Also, is there a way to view IP addresses in Chats? 

    0
  • CJ Johnson

    Steve W I was told by support that there are no current plans to improve IP gathering, or even fix the bugs with it I found and reported, and they have deleted all references on the site that referred to Zendesk being able to gather the IP for every ticket, so I wouldn't hold my breath for an update, unfortunately. For chat, the IP isn't consistently gathered and has been removed entirely from being viewable form the Support ticket if you have Agent Workspace enabled.

    You might be able to find the IP, by copying the email the chat was started from, searching for it in the chat history interface by visitor email: https://redbubble.zendesk.com/chat/agent#history and then switching to "user info" and finding it in the panel, there, but the system has not been gathering it 100% of the time anymore for some time now. I was also told there's no plans to bring  the IP back to any part of the agent interface. 

    1
  • Fabiano Santos

    Brett Bowser

    Any update on this one? is there a way to gather this information?

    Best, 

    0
  • Dave Dyson
    Zendesk Community Manager
    Hi Fabiano,
     
    This article has been updated since CJ and Brett's comments earlier: the IP address can be viewed in the Events log in a ticket, when the update is via a channel that captures that address.
    1
  • Dave Dyson
    Zendesk Community Manager
    Hi CJ,
     
    While it's on our roadmap, it's not going to come soon -- see Ayush's update here: No IPs available in Chat
    0

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