Andrew Dietrich

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?

Hey Matt,

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

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 

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.

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.