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Andrew Dietrich

Joined Apr 14, 2021

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Last activity Oct 27, 2021

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ACTIVITY OVERVIEW

Latest activity by Andrew Dietrich

Andrew Dietrich commented,

Community comment Discussion - Tips and best practices from the community

Hi Sajan,

The coloring of the text looks good from what I can see, but I can't see the end of your code  -- are you using the closing script tag? And what are the errors?

View comment · Posted Feb 20, 2019 · Andrew Dietrich

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Andrew Dietrich commented,

Community comment Discussion - Tips and best practices from the community

Hey Matt,

 

Unfortunately we wouldn't capture that by default. The workaround detailed in this post includes OS data, though. 

View comment · Posted Nov 29, 2018 · Andrew Dietrich

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Andrew Dietrich commented,

Community comment Discussion - Tips and best practices from the community

Hey Matt,

To clarify since you mentioned mobile OSs -- are these requests that are via the mobile Help Center access through a browser, or are they requests from a Mobile SDK implementation? The two capture different sets of information.

If you go to the events view of a ticket submitter through a mobile browser, the initial comment will have a user agent string that looks something like this:

  • Mozilla/5.0 (Linux; Android 6.0; LGUS991) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/70.0.3538.80 Mobile Safari/537.36
  • 107.77.206.22
  • IL, United States

The top bullet point is called a user agent string and can be decoded using a site like http://www.useragentstring.com/ to see what browser they are using. Note that this string does not include the OS version nor the model/make; just the mobile browser info.

Meanwhile if you go to the events view of a ticket submitted via the SDK, you get something like this:

  • Zendesk-SDK/2.0.0 Android/23 Variant/Support
  • 12.345.6.78
  • 12, India

This includes the OS and SDK version, but not the make/model. However, if you hit the ticket audits API endpoint of the ticket, the SDK does capture that data in a "metadata" object. It looks like this:

"custom": {
"sdk": {
"device_used_memory": "825",
"device_manufacturer": "samsung",
"device_os": "6.0.1",
"device_total_memory": "1383",
"device_battery": "100",
"device_name": "j5lte",
"device_model": "SM-J500F/j5lte",
"device_low_memory": "false",
"device_api": "23"
}
}

More about the ticket audits api endpoint here:

  https://developer.zendesk.com/rest_api/docs/support/ticket_audits 

View comment · Posted Nov 27, 2018 · Andrew Dietrich

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Andrew Dietrich commented,

Community comment Q&A - Help center and community

Hi Jo! Sounds like a unique use-case. I've opened up a ticket for further investigation on this -- you should receive an email shortly.

View comment · Posted Jul 28, 2016 · Andrew Dietrich

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Andrew Dietrich commented,

Community comment Discussion - Tips and best practices from the community

Hi Cristin,

At this time there is no workaround for this, unfortunately. If a customer would like to change their rating after its initial setting, they need to log in.

View comment · Posted May 10, 2015 · Andrew Dietrich

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