IP address to determine a user's location

25 Comentários

  • Natascha
    Ações de comentário Permalink

    this is something i would be very interested in as well. As a predominantly English speaking site that serves an international customer base I would like to be able to see the breakdown of contacts by region.

    0
  • Manuel Nieto
    Ações de comentário Permalink

    Same request here. A native way to use User's lcation will be extremely appreciated.

    We operate in 10 countries in Latin America, all spanish speaking, we need to be able to determine request between countries like Chile, Argeninta, Colombia, Perú, México, etc.  Asking users for the country based on a form hasn't been enough. Core API does help in pre-filling web-form... sometimes.

    Today our Agents view the Ticket Audit Trail to manually determine user’s location and then manually re-assign if needed. https://support.zendesk.com/hc/en-us/articles/203691176-Viewing-a-ticket-s-audit-trail

    There should be a better way, after all, location info is already there, just need to make it actionable via Triggers and/or a placeholder.

    Best Regards

    1
  • Lester
    Ações de comentário Permalink

    Throwing in my +1.

     

    We have teams in the UK and the US. Sometimes we find customers pay a 24 hour time tax because they get picked up by the wrong team. If we were able to tell where the customer is located, we'd be able to make sure that they get assigned to someone in their timezone.

    1
  • Zac
    Ações de comentário Permalink

    This would be highly useful for our use case as well. Auto language detection is a great first step, but the reality is that processes for some businesses can vary across the globe based on the user's country. We need a quick and easy way to determine location.

    1
  • Kareen McCollough
    Ações de comentário Permalink

    We need this too. We're looking to determine when we need to add staff for AIPAC, so knowing the true location where a ticket is coming from is a necessity. Our users can have an email in a UK domain, but be in Singapore working with their clients. We can't find another way to do this without trying to find an api call for the ip address on the source of the email and then writing a custom app to push that ip out to a lookup tool and pull the result back to ZD. Would love to hear back from ZD PM to know if this is in the works!

    2
  • Greg Demchak
    Ações de comentário Permalink

    Is there no way to auto-assign a ticket based on the location from where the ticket came? I have same problem--we have customers around the globe, and it would be great if tickets could be assigned per geo.

    2
  • Mikayla Welborn
    Ações de comentário Permalink

    +1 I'd also like to be able to assign tickets to groups based on the location the ticket came from

    1
  • Corie Bush
    Ações de comentário Permalink

    Hi, is there a way to do this? We are wanting to do this as well. 

    1
  • Manuel Nieto
    Ações de comentário Permalink

    Hi Zendesk, please comment on any updates or recommend an workaround, if exist.

     

    1
  • Lester
    Ações de comentário Permalink

    We wanted to do something similar so we wrote our own plugin:

    https://github.com/eawetchy/ZendeskCountryApp

    It grabs the data out of the audit trail and adds it to a field on the ticket.

    Just edit the postLocatoin function in  app.js with the field id where you want the data stored.

    0
  • Marianne
    Ações de comentário Permalink

    Hi, is there still no way to do this? We are expanding into other countries with our very location-specific service and we really need a way to separate tickets coming from one location or another. We have different email addresses now but that looks ugly and is not modern in our opinion.

    @Zendesk, do you have an update? That would be much appreciated!

    0
  • Kristen Mirenda
    Ações de comentário Permalink

    Hi gang, this something we are looking at right now in the larger context of ticket routing. I can't tell you exactly when a solution to user location will be available, but it is one of the problems we are looking to solve! 

    0
  • Daniel Changelon
    Ações de comentário Permalink

    +1 please make this an option 

    0
  • Andreas Lärkfeldt
    Ações de comentário Permalink

    +1

    0
  • Charles
    Ações de comentário Permalink

    +1

    any update s on this?

    0
  • Charles
    Ações de comentário Permalink



    I mean, here's a sample of an email ticket, could we not have any way to use this for a trigger or automation?

    0
  • Vladan Jovic
    Ações de comentário Permalink

    Hmm, If I understand the request well, this is possible to achieve already and I've it done to one of my clients already.

    - create a ticket field with a list of countries.

    - with a little help of JS:

    :: if IP is from XY country -> set XY value to the ticket field, else if IP is from XZ -> set XZ to the ticket field on submit a ticket page.

    Or if the IP is from XY country -> open the help center in XY language...

    0
  • Charles
    Ações de comentário Permalink

    Hi Vladan Jovic,

    Thank goodness! I wish to understand how this is done, or at least for me to be able to provide the info to a colleague who is more knowledgeable with JS. If you don't mind detailing it for me.

     

    Thanks!
    Charles

    0
  • Vladan Jovic
    Ações de comentário Permalink

    Hi Charles, I will look in the following days to write a tutorial how to do that. Will keep you posted here. 

    Also, one more thing, by default ZD will redirect a visitor based on his IP address.
    If your help center has eg EN-US and FR language versions,
    and a user from France open yourcompany.zendesk.com
    he will be redirected to yourcompany.zendesk.com/hc/fr by default.

    In such a case it's important that link from the main site links to yourcompany.zendesk.com,
    not yourcompany.zendesk.com/hc/en-us or something.

     

     

     

    0
  • Yahor Darashkevich
    Ações de comentário Permalink

    Hi Vladan, does it work in the same way with host-mapped Help Centers? So a user from France will be redirected to support.mycompany.com/hc/fr when they visit support.mycompany.com?

    0
  • Mohamad Abuchaqra
    Ações de comentário Permalink

    HI Vladan,

     Any update on that tutorial?

    Would really love to have this.

    @Lester, that plugin is removed, can you upload it again please?

     

    0
  • Timo
    Ações de comentário Permalink

    Adding my vote for this as well.

     

    The functionality to identify users through more means is especially critical if you want to use the Web Form for ticket submissions as it does not hand over anything identifiable beyond the locale that is in the audit trail which is not readily accessible. 

    0
  • Karl
    Ações de comentário Permalink

    With GDPR and many other country specific reasons, it would be very helpful to manage tickets based upon country of origin when it can be determined. The only way to do this from what I understand is to add a tag based system based upon geo location.

    0
  • michael sorensen
    Ações de comentário Permalink

    Hi Karl, by request I added this feature to my locator app. I'll include it in the description soon https://www.zendesk.com/apps/support/locator/?source=app_directory

    Hopefully this proves to be the solution you are looking for.

    1
  • Karl
    Ações de comentário Permalink

    Hey Michael, 

    We actually started using your app a while back as it makes it easier to see the users location at first glance, thank you for taking the time to make it!

    I've spotted the tags option in the configuration page, I'll give it a shot and feedback soon. 

    Cheers

     

     

    0

Por favor, entrar para comentar.

Desenvolvido por Zendesk