Configuring end-user device information in the context panel (live chat and messaging)

What's my plan?

All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support with | Live chat and messaging Team, Professional, or Enterprise

End-user metadata is captured whenever an end user interacts with Zendesk. Agents can use this information to troubleshoot and address customer inquiries in a timely manner in live chat and messaging tickets.
Note: Device information is displayed only on tickets received via live chat, and web and mobile messaging channels. It is not available for tickets from social and other third-party channels.

This article describes the admin tasks for configuring the displayed information. For information on how agents can view device information, see Viewing customer context for user, history, and device information.
Not all captured metadata is displayed in the customer context. See Default Data Types Captured by Zendesk Services for a complete list of captured metadata in messaging and other Zendesk capabilities and products.

Configuring displayed device information

By default, device information is displayed in the Agent Workspace context panel. It appears in its own section, Device information, as part of the customer context. Keep in mind that light agents, contributors, and agents in a Chat-only role can't view end user device information.

Displayed device information includes:

Location (optional): City and country associated with the device IP address. Location information is hidden by default.

IP address(optional): The unique number assigned to the device currently being used. Note that this information may not reflect the end user’s originating IP address. IP address is hidden by default.
Note: You must select this option to display the Ban IP button and the Banned flag in Device information.

Device type: End user’s device type and model (if applicable)

OS: The operating system and version being used.

Browser: The browser and version being used.

This information is collected and updated on every user visit.

To configure device information visibility in the Agent Workspace

In Admin Center, click Workspaces in the sidebar, then select Agent tools > Context panel.

On the Context panel admin page, select Show customer’s device information to show the section in the customer context; deselect this option to hide the section.

Under Limit access to personal information, choose the visibility settings for the following information.

Deselect Hide IP address to display the end user’s IP address in the Device information section; select this option to hide the IP address.

Deselect Hide location to display the end user’s location in the Device information section; select this option to hide the location.

Click Save. The settings are applied to pre-existing tickets, and to new tickets moving forward.