Domanda
In che modo Zendesk rileva l'ubicazione del cliente? Posso ottenere la posizione del cliente tramite l'API?
Risposta
La posizione dell’utente si basa sull’indirizzo IP acquisito al momento della creazione del ticket. In alcuni casi, quando l'utente finale usa un firewall o un proxy, le informazioni possono essere visualizzate come null, con un valore vuoto o imprecise.
Non è possibile acquisire la posizione dell’utente finale o configurarla manualmente nei ticket creati tramite l’API. La posizione visualizzata in questi ticket è la posizione del server dello script che effettua una chiamata all’API.
Per Zendesk Chat, la posizione dell’utente viene recuperata anche in base all’indirizzo IP del visitatore. Tuttavia, a volte la posizione potrebbe non fornire una città o uno stato specifici in quanto questi sono gli unici dati disponibili per quello specifico indirizzo IP.
Per informazioni correlate, consulta questa sezione: Consigli e risoluzione dei problemi relativi alle persone.
17 commenti
Simon
Thanks for the quick response Brett Elliott, I have created a feature request.
Much appreciated, from Simon and Briany.
0
Brett Elliott
Hi Simon,
Thank you for the excellent question that, unfortunately, I don't have a great answer to. That's how things were built back when Zendesk was first created 15 years ago. There are much better ways of doing this now, such as using the user's IP location. We don't have anything scheduled for improving this. If that changes I'll report back here.
-3
Simon
Hi,
End-user profile timezone settings seem to default to our timezone set in admin meaning all end-users have the same timezone unless manually updated. I contacted support to confirm and they mentioned this is by design. Why aren't end-user profile timezone settings updated based on their IP location?
0
CJ Johnson
It appears this information is now no longer consistently available in ticket audits, or in tickets. This was confirmed by Support, who told me it is "not a bug", so it doesn't look good for this data point making to Explore. The majority of tickets no longer have this information captured at all.
0
Jeff C
Hi C.H. Dev,
I am not 100% sure on the possibility of proxying headers or hiding the IP when submitting a call to Zendesk and this is better suited for our Developer Community. I'd suggest that you create a post here.
-1
C.H. Dev
Hi Jeff,
in my app client call our server, then our server call zendesk server. ticket has always ip of our server.
How can I proxy headers or hidden params with user ip to zendesk?
0
Jeff C
Hi C.H. Dev,
None of our API endpoints has the ip_address object/parameter hence this is something that cant be set in Zendesk.
0
C.H. Dev
Hi Dave,
How can I set ip_address from API?
0
Dave Dyson
Hi Ramona,
Ticket Audits, which are created when a ticket is created or updated, include a metadata section that includes IP address information for update channels that include it: Ticket Audits
0
Ramona Arora
Hi Elaine,
Is there a way to pull IP address associated with the requester/end user of a ticket through an api call?
0
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