@Oluwaseun Hmm, I wonder what could be the cause of that -- maybe some of the tickets that were created this way were via email before logging on and having their location detected? You may need to look at them specifically to find a pattern. 

I’m also curious about what the goal is for this attribute if Intercom is tracking this variable already, what benefit are you trying to get from adding the custom attribute with the country?  Very interested to see if I can understand more to better help you with this process too. 

Thanks!

Thanks for your response @Nathan Sudds, the Tickets created are actually via email. Based on my understanding of how intercom works (correct me if I am wrong), Intercom automatically detects the lead or users location using their IP Address which is typically captured under Lead/User Data. I observed this is rarely the case, often times this field is Blank or Unknown. What may be the cause of that?

On to the 2nd point, I created Country as a customer attributes so that my team can capture this data when its not automatically made available by Intercom. As a result, its part of other Attributes captured by the Team before proceeding with ticket closure. The challenge now is, despite the Manual approach, we still have a whole of tickets we are unable to determine where customer location is and this makes giving my stakeholders the right actionable insight needed for business decisions difficult

@Oluwaseun This is definitely an interesting challenge, in my previous experience I would only see accounts without a location/country or the wrong location country if people were using a device that was creating some sort of privacy block.  I’m not sure if that’s evreryone’s experience with this feature. 

The key thing to increase the chances of having this information on users would probably be to make sure that the Intercom embedded JS code is running everywhere on your site/app so that the user is more likely to have this info on their profile.  If you are gathering this information anywhere else in your app, you can also pass this to the custom attribute via the Intercom JS automatically by adding it to the JS as well but that depends on what type of data you have on the customer already, if this is crucial to the support/sales process it might be good to be sure it’s gathered during onboarding vs relying on Intercom to track it. 

If you. need more help with this, I’d be interested to learn more about your use case and product/service so I can help better as well.   But hopefully some of these thoughts above are useful to you.