Hello,
Currently, customer device information is only surfaced for live chat and messaging conversations. We would greatly appreciate this capability being extended to Email and Web Form channels as well, in order to unify the support experience and improve operational efficiency across all ticket types.
We handle a number of sensitive, high-priority projects where having immediate access to a customer's device details is essential to delivering fast and accurate support. Without it, agents are required to manually request this information from customers, which prolongs the conversation, introduces unnecessary back-and-forth, and diverts focus away from the critical issue at hand.
This gap affects our team on a daily basis and has a direct impact on resolution times and overall customer satisfaction. Extending device information visibility to Email and Web Form channels would streamline our workflows, reduce friction, and allow agents to focus on resolving cases efficiently from the very first interaction.
Our ideal outcome would be for device information to be automatically captured and displayed within the customer context for Email and Web Form channels, consistent with how it currently appears in live chat and messaging.
