Agent Workspace - Location Details


  • Ayush Upadhyay
    Zendesk Product Manager

    Hi Angelena Askam

    We plan to bring device metadata like IP based location , language etc in Agent Workspace in the coming quarters.

    There will be a community post announcing the availability of the feature when it is available. 



  • CJ Johnson

    Still not launched and there's no way to tag the product manager who posted here. :( 

  • Win Stacy

    This feature is really needed for chat support in the agent workspace. Is there an ETA on when it will be provided?

    Chat agents need to understand where the customers are chatting from at the beginning of the chat. To help provide the correct support related the country the customer is from. Yes, they can ask the customer for their location. But that is an extra question and wasted time. Especially because this detail was previously provided in the Chat app.

    Zendesk Support's workaround, is to check the chat history (in the Chat Dashboard) once the chat is completed. This IS NOT a workaround. Once the chat is completed they would have already asked the customer for their location. The agent needs this information at the beginning of the chat not after it has ended.


Please sign in to leave a comment.

Powered by Zendesk