Please give a quick overview of your product feature request or feedback and note who in your organization is affected by this issue [ex. agents, admins, customers, etc.] (2-3 sentences)
We'd like the ability to report on the device a customer used (e.g., iOS, Android, web/desktop) as a dedicated attribute in Explore. Right now there's no clean way to capture and report on this at scale.
What problem do you see this solving? (1-2 sentences)
It would let us accurately measure ticket and conversation volume by device, so we can quickly spot platform-specific issues and trends. This gives us a much clearer picture of the customer experience per device.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
We were affected recently when we ran into an authentication issue and wanted to understand its impact per device, but we had no native way to pull that data in Explore. Without a proper device attribute, we can't reliably measure how issues like this affect customers on each platform, which limits our ability to prioritize fixes and allocate resources effectively.
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
None
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Simply add the customer's device as an attribute in Explore, since it's already visible per ticket in the workspace. That way we could easily filter and group any report or dashboard by device out of the box.