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Support passing ticket creator's IP and user-agent to the API



Posted Apr 28, 2023

Feature Request Summary: 

In the same way that Zendesk tracks the customer's user-agent and IP for tickets submitted by Zendesk-operated channels (such as chat or form), it would be very helpful if the API (https://developer.zendesk.com/api-reference/ticketing/tickets/tickets/#create-ticket) could accept the customer's IP and user-agent. 

Description/Use Cases: 

As it is today (2023-04-28), any tickets created by the API store the IP and user-agent of the server making the API call. Following Zendesk's best practices, storing the IP and user-agent of the API server isn't particularly useful (since each API instance should have its only traceable/revokable token).

However being able to pass the user-agent and IP (possible as an X-Forwarded-IP or X-Forwarded-For) would give us additional ways in our reporting to find situations where a customer submits multiple tickets across multiple channels but being able to quickly determine they all had the same origin.

Business impact of limitation or missing feature:

This would be helpful for fraud protection and reporting. It is not vital, but it would create consistency of our ability to analyze patterns of tickets created across all channels.

Other necessary information or resources:

https://developer.okta.com/docs/reference/api/authn/ (example of a secure API that passes user-agent and IP address to help other systems)


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