See https://openedx.atlassian.net/wiki/display/MA/Learner+and+Partner+Support+Enhancements for additional thoughts. Specifically, the idea of sending the information to Zendesk directly by calling its API, rather than indirectly through email.
Requested data that would be useful for support:
edX app version #
OS version #
Device information, such as RAM, etc
List of user's courses (optionally sent?). If above a certain threshold, only the number of courses can be sent.
For this particular ticket, should we just add some of this information to the body while the zendesk stuff is still being figured out by ? I think this change would be very simple and a good interim solution.
I think adding to the body now makes most sense - and can asses later down the road, don't want to hold anything up though.
Makes sense. For the email, since we would be pre-populating the email body with diagnostic information, we'll need to make sure it is still inviting for users to enter their information. So the body should be formatted such that the diagnostic information is displayed as footer information, for example.
And, we'll want to only include a subset of the data we listed in this ticket. Perhaps only the following:
edX app version # (e.g., 220.127.116.11)
Device Type (Android or iOS)
For Android, it may be useful to include their device information as well.
Since the UserAgent string contains all this information, just sending the UserAgent value may be enough (if available to the app code). But we should make sure it's not a deterrent since it includes more than the above list.
I agree with , calling an API makes more sense here. And it looks like there is already code to do it on the server, so should be pretty easy to do.