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Andrew Dietrich
Joined Apr 14, 2021
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Last activity Oct 27, 2021
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Latest activity by Andrew Dietrich
Andrew Dietrich commented,
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,
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,
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,
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,
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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