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Configuring end-user device information in the context panel (live chat and messaging)



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Aimee Spanier

Zendesk Documentation Team

Edited Jun 21, 2024


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11 comments

Great feature, we previously developed a custom tool for this purpose. But we don't see this “Customer context” in Admin settings yet

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Aimee Spanier

Zendesk Documentation Team

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.

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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.

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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.

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I can't see any reporting on this in the messaging dashboard. Are there plans to add?

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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? 

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Gabriel Manlapig

Zendesk Customer Care

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.

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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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Gabriel Manlapig

Zendesk Customer Care

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!

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Do you have plans to add this data to the message or ticket dataset?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

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. 

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