No IPs available in Chat

21 Comments

  • Official comment
    Ayush Upadhyay
    Zendesk Product Manager

    Hi Everyone,
    I would assure you that this is still on our roadmap, but unfortunately, we've had to push development to early next year.

    Thanks for your continued patience, we know this is important to you.

    Regards,
    Ayush

  • Brigid D | W-S

    Yes, it's super important to have these IPs visible! Thanks in advance for fixing this quickly. 

    5
  • Paolo | M-F | Chat

    This will be so helpful for our chat agents!

    4
  • Nicole Jaeckel - M/F - Phone

    This feature is very important for our chat agents for the security of our customer's accounts. 

    2
  • Erin Burreece - S-W - Chat

    Having this feature would go such a long way.

    2
  • Lynslee Mercado

    Definitely need this feature in chat. Without it, we can't accurately and safely help our customers.

    3
  • This is imperative for customer safety in chat. Please make this a priority! Thank you in advance.

    2
  • Téanna R

    Agreed. Knowing IP access existed in chat was a vital factor when deciding to start using it as a support channel prior to AW, so having that restored will be huge for our success as a customer of ZD ourselves. Thank you! 

    5
  • This feature is really important for giving the best support to our customers and most important thing, their safety

    1
  • Hi team! We absolutely need to see IPs to be able to authenticate our customermers! It would be amazing if that could be an option again. 

    2
  • Nikolai Norman Andersen

    The whole session information (IP, browser, location etc) would be useful to have in the Agent Workspace. We use it to provide technical support.

    It's great that the verified icon from the authentication (JWT) carries over, but the external_id should be available as well.

    4
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi All, 

    The IP address and relevant Meta information (IP / Browser / Location) of the agent are available in the events section of Agent Workspace. The Meta Data is only available for a Chat conversation.

    Hope this helps. 

    -3
  • Meg Gallear-Ouimet

    This isn't helpful, Ayush, because these events are only available once the chat has come to a close. If we're helping a customer in real time, we are unable to see any details about the browser, device, or IP they are on, which can be crucial for verification and troubleshooting. 

    2
  • Dat (he/him)

    Ayush, if I'm not mistaken, the screenshot you provided is actually the agent's IP and meta information that is shown in the events section of Agent Workspaces, rather than the customer's.

    3
  • Ayush Upadhyay
    Zendesk Product Manager

    Hi @... and @...

    Thanks for pointing this out, it is indeed the Agent's IP. I have corrected my comment above, though this appears at the beginning of the conversation.

    I have noted the feedback on showing the User's Meta information, and we will look into getting this implemented in Agent Workspace. Unfortunately, I do not have a timeline to share at the moment.

    Apart from the usual information of Location, Language, IP Address, User-Agent and Device, Is there anything else that you would suggest as part of this dataset?

    Regards,
    Ayush

    -1
  • Dat (he/him)

    Thanks for following up, @....

     

    I can't think of any other items that we need outside of the ones you listed for the data set.

     

    Thank you!

    0
  • Ayush Upadhyay
    Zendesk Product Manager

    There is a workaround available and it is not ideal. For chat conversations through Agent Workspace, the IP and related Meta information can still be checked through the History Section of the chat Dashboard.

    Chat Dashboard --> History --> {Conversation} --> User Info.

    As mentioned above, we agree with the feedback here and will incorporate Meta Information in the Agent Workspace soon!

    0
  • Meg Gallear-Ouimet

    This workaround is only applicable for once a Chat has ended, which means we are unable to use those IPs or meta information to verify the customer or help troubleshoot while we are actively chatting. 

    We appreciate the reception of the feedback here and look forward to any updates on when it can be incorporated. 

    1
  • Chris Bulin
    Community Moderator

    Hi Ayush Upadhyay

    Our team uses the agent browser information and IP addresses to troubleshoot access to and viewing of content on our site, so it's extremely important that they have access to that information while they are on a chat with a user. In Zopim, that information shows up in the right rail. 

    Without this information, we have to send them off our site to google what their IP address is. Licensing of our content is partially based on IP address, so this can help us determine whether someone is authenticating through their licensing provider.

    It is also time consuming to ask them to provide us with the browser, version, and OS they are using. We work with the general public, so it is not always a sure bet that folks will understand what a browser is, much less which one they are using. The more information we can have at our fingertips, the faster we'll be able to resolve chats.

    Thank you!

    4
  • Michael Mulligan

    Hello @...,

    As your stated workaround above is only available once after the chat has ended (events are only available once the chat has come to a close). We need access to this information for discovery and troubleshooting while serving an active chat.

    Thank you.

    1
  • Jeanne Ceyrac

    To secure the processing of chat requests, we absolutely need to have the IP of the customer who contacts us to identify him as the owner of the account linked to the request and thus intervene on his account. 
    This information is essential for us! 

    1

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