| Announced on | Rollout starts | Rollout ends |
| May 1, 2024 | April 29, 2024 | May 7, 2024 |
Starting April 29th, we began a phased rollout of an addition to the context panel in Agent Workspace: Device information for messaging. This innovative enhancement is designed to streamline your experience and add value to your daily operations.
As part of our commitment to a smooth and efficient deployment, we're rolling out this feature incrementally to ensure the highest quality and performance for all our customers.
We understand that you're eager to dive into the new capabilities, and we appreciate your patience as we make this advanced feature available to everyone.
This announcement includes the following topics:
What is changing and why?
With this change, agents can view essential device metadata during customer conversations on Zendesk’s native web and mobile messaging. This provides faster and more effective support by giving agents additional context about customer devices, allowing them to streamline resolutions for localized support, technical issues, and access control.
The Device information display is turned on and visible by default. To prioritize privacy, IP address and location are hidden by default, but can be enabled in Admin Center if needed.
This feature helps agents in several ways, including:
- Out-of-the-box access to customers' device metadata in the context of the conversation.
- Quickly identify information for a team lead or a specialist, preventing lost time gathering context needed to resolve an issue.
Key experience elements
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In Agent Workspace, the latest metadata about customer devices is displayed in the context panel, where it is easily accessed by agents during conversations:
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In Admin Center, settings are configured in Workspaces > Agent tools > Context panel:
What do I need to do?
This feature is available and activated on all accounts by default. By default, the IP address and location are hidden.
For more information see Displaying end-user device information in messaging tickets.
If you have feedback or questions related to this announcement, visit our community forum where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.