End-user metadata is captured
whenever an end user interacts with Zendesk. Agents can use this information to
troubleshoot and address customer inquiries in a timely manner in live chat and
messaging tickets.
Note: Device information is displayed only on tickets received
via live chat, and web and mobile messaging channels. It is not available
for tickets from social and other third-party channels.
This article describes the admin tasks for configuring the displayed information. For information on how agents can view device information, see Viewing customer context for user, history, and device information.
Not all captured metadata is displayed in the customer context. See Default Data Types Captured by Zendesk Services for a complete list of captured metadata in messaging and other Zendesk capabilities and products.Configuring displayed device information
By default, device information is displayed in the Agent Workspace context panel. It appears in its own section, Device information, as part of the customer context.
Displayed device information includes:
- Location (optional): City and country associated with the device IP address. Location information is hidden by default.
- IP address(optional): The unique number assigned to the device currently being used. Note that this information may not reflect the end user’s originating IP address. IP address is hidden by default.
- Device type: End user’s device type and model (if applicable)
- OS: The operating system and version being used.
- Browser: The browser and version being used.
This information is collected and updated on every user visit.
To configure device information visibility in the Agent Workspace
-
In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Context panel.
- On the Context panel admin page, select Show customer’s device information to show the section in the customer context; deselect this option to hide the section.
- Under Limit access to personal information, choose the
visibility settings for the following information.
- Deselect Hide IP address to display the end user’s IP address in the Device information section; select this option to hide the IP address.
- Deselect Hide location to display the end user’s location in the Device information section; select this option to hide the location.
- Click Save. The settings are applied to pre-existing tickets, and to new tickets moving forward.
11 comments
Viachaslau
Great feature, we previously developed a custom tool for this purpose. But we don't see this “Customer context” in Admin settings yet
0
Aimee Spanier
Hi, Viachaslau Skorbezh. This feature is being rolled out over the next few days. You should see it in your account by May 7. There's a bit more info in the announcement, here.
1
Holly D
Hello! Are there any plans to allow reporting/filtering of such details? It would be great for us to separate feedback for devices, especially complaints regarding website issues.
1
Viachaslau
Aimee Spanier The feature is already available for us, tahnks. When it comes to mobile SDK such information is available as device type and OS like here:
Through our custom solution additional Information (via metadata) is also available in tickets: device timezone and app version . It would be great to have such information natively.
1
Chris Vázquez
I can't see any reporting on this in the messaging dashboard. Are there plans to add?
1
Yaniv Dayan
Aimee Spanier Naina Mathur
We still can't see the “Customer context” in Admin settings (17/5/24). Is there anything special we need to do?
0
Gabriel Manlapig
Hi Yaniv,
Upon checking, configuring end-user device information in the context panel is only available to our Zendesk Suite plans indicated on the plan availability in this article. I would suggest checking and viewing your plan subscriptions and making sure that your plan supports this feature.
0
Yaniv Dayan
Hi Gabriel Manlapig
We have the ‘Professional’ plan, which should be supported according to the plan availability in this article. Still, we can't see the “Customer context” in Admin settings. Any suggestions?
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0
Gabriel Manlapig
Hi Yaniv,
Upon checking your screenshot, you're subscribed to our support-only Professional plan, which is different from our Suite plans available here.
I'm afraid configuring end-user device information in the context panel is not available in your current plan. We hope this answers your question. Thank you!
0
Janderson Kalendae
Do you have plans to add this data to the message or ticket dataset?
0
Dainne Kiara Lucena-Laxamana
Hi Janderson Kalendae
Natively no plans yet. I advise you to provide your feedback on our community where our Developers and product managers can see.
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. You may also want to review the Product feedback guidelines and how to write an effective feedback post.
0