Can we add functionality for JSM to grab metadata from user devices when they submit a ticket

[Carolyn McNicoll]

Currently Zendesk does this and it makes it easier for the customer to submit a request without having to answer questions about their device, browser, operating system, etc.  Our clients tell us their users often don't know how to answer those questions.  This feature would give JSM an advantage over most competitor systems.  And if a client is already using Jira, it's better to use JSM with it, rather than Zendesk.

[Fabian Lim]

Hi @Carolyn McNicoll

Welcome to the community!

One of the ways I work around is that I have assets all mapped out with the employees objects.  You can use discovery platforms such as Intune/Jamf/lansweeper/Virima etc.  So when they report a ticket, I know exactly what they own and it's accessible in the ticket.  

Regards,

Fabian