Dear Noora,

 

When one customer request support and operator accept this customer, the customer profile will be displayed in the left-bottom corner.

Country and city information come from that customer's IP.  If customer's ip is not an actual IP, sometime, the exactly country and city information will be blank. if possible, you can send  a screen shot which include one public ip to [email protected], I will test it.

 

Regards,

Eric