Zendesk offers the option to display Device information for users that open a chat. This information can be useful in a number of ways, including troubleshooting issues for specific devices.
Unfortunately, the option to export this data in any way is currently not possible, and one can only view this information manually by reviewing each ticket. Even exporting the tickets in bulk in Excel or JSON does not provide this information, even though things like IP and country are included.
Having the option to view the % of devices your product is being accessed from, can help locate issues as the code for mobile and desktop versions is usually different.
We recently had an update to one of our scripts which led to the chat being unavailable to mobile users, and we would have liked to see how this affected us in numbers by filtering the Device information in Explore. Manually reviewing a ticket showed us that specific devices could not open it, but having this information in bulk would be so much more helpful.
I believe that the Device filter should be available in any of the Chat or Support datasets as this information is already available on the ticket and it shouldn't be too much to ask to have this available as bulk data.
Feedback submitted
End-user Device information in Explore
Hello,
+1 on this. We are also in need of this functionality. Having the ability to report on and gain a broader overview of the devices used by our customers would be invaluable — enabling us to fine-tune our workflows and deliver a more tailored experience across platforms.
Additionally, it would be a greater experience if device information is extended to more channels like Email and Web Form. For anyone interested, this has also been raised as product feedback:
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Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!