Zendesk IP showing up instead of the contacting customer

6 Comments

  • Jon Daniels
    Comment actions Permalink

    Hey there!

    Can you share the way that the tickets are being created? If the tickets are being created directly through your Chat integration, the IP address listed would be for one of our servers.

    The end-users chat IP will be recorded on their user within Zendesk Chat, and that information isn't pulled through to Support in the ticket at this time.

    We'll be happy to continue troubleshooting with you if needed!

    0
  • Comment actions Permalink

    Hey Jon, thanks for the quick answer!

     

    It seems I made a mistake and asked about this issue in the chat section of your website whereas this problem only occurs for us in the ticketing system. Would you be able to assist with that or should I open a new request?

    0
  • Jon Daniels
    Comment actions Permalink

    That's ok!

    The main clue we would be looking for is the method that is creating the tickets, are you able to share more regarding that?

    0
  • Jon Daniels
    Comment actions Permalink

    I also see you have created a secondary response over on this post in our Support, we can follow up here or at the following link!

    Zendesk Support - Zendesk IP showing up instead of the contacting customer

    0
  • Comment actions Permalink

    Hey again, apologies for the mixup, here is fine :)

     

    Tickets are being created from our support page on our website. Up until now zendesk would automatically retrieve the IP of the person writing in but now it just seems to default to the zendesk IP for a large number of tickets.

     

    Hope that answers your question, do let me know if you need something more specific.

    0
  • Jenni
    Comment actions Permalink

    Hi Alexandru!

    Sorry about that confusion, it actually looks like another user from your organization has already submitted a ticket in regards to this issue, and our Tier 2 team is investigating this further! 

    0

Please sign in to leave a comment.

Powered by Zendesk