In the agent interface, agents can see extended information about a message by mousing over the area where the ticket’s age is displayed.
This information includes the IP address that the message was sent from. The Resolve User Hostnames app resolves the IP address to a hostname, giving agents more information about where the user is connecting from:
The hostname will often indicate the user’s ISP, mobile internet provider, academic institution etc.
You can also enable a Hostnames section on tickets, which displays a summary showing the hostnames and IPs of every connection for each user on the ticket (and for agents, if you wish).
To install Resolve User Hostnames:
Go to Apps, select Resolve User Hostnames, then click Install.
Select the options you want:
- DNS Server: If you are using Deskpro On-Premise on a network/intranet with its own DNS server, you should probably use that. Otherwise, try the suggested DNS servers.
- Show summary under properties box: This enables the display of the Hostnames section on tickets. If you don’t select this, hostname information is only available using the mouseover on a message, which is less noticeable to agents.
- Show summary with agents: This selects whether agents are included in the Hostnames section.
Note that hostname information will only be available for messages that are created after you have installed the app.
You can retrieve hostname information for messages in Report Builder custom reports using
tickets_messages.hostname. See the Reports Manual for details of how to create custom reports.