Attachments in Community

54 Comments

  • James Pitcher
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    Can we have an update on this?  I'm looking at enabling our community and a big sticking point is not being able to upload file types other than images.  Our customers would like to share product related files, .log files etc.

    1
  • Oxana Noa Umansky
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    +1

    Our customers also need the upload functionality + rich editor in the community. Why was it removed in the first place?!

    1
  • Rocco Pigneri
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    As posted here (https://support.zendesk.com/hc/en-us/community/posts/203444126/comments/115000468407), it is taking longer for us to respond to our customers because they cannot attach documents that are giving them trouble.  When might this solution be implemented?

    1
  • Patricia Bracke
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    Hi

    we use the Community to share best practices for usage of API with our implementation partners.We expect to be able to do such via attachments.

    Today only options we have are:

    1. Move it to Articles, but we do not want that, we want to share this in the Community

    2. Add the code inline - in case of big examples, this is no option

    3. Add it as a url and store it on our website: this is an additional step for us and we believe not the nicest way to share code in a post

    Please make the feature available again.

    Thanks in advance,

    Patricia

    1
  • Belinda Orme
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    Nicole. We use this feature for users of our software to share ideas and solutions with other users. As a community, these people like to share the models they are building or solutions they have developed. For these people to freely use the community space without Administrators having to assist in file sharing, we need the community to support attachments. (the attachments are a type of html or even a text file - not large files). We love zendesk as a platform for both our help channel and the knowledge base, but the community really needs this functionality for our users to get behind it.

    1
  • Gos Broda
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    Nicole,

     

    we use the Community as a kind of wish box. Our customers can make a 'wish' which they want to be done in our software, but they need to make a PDF with screenshots etc. It would be nice if they can upload their file themselves, 'cause now the sent it to us via a ticket in Zendesk and we add the file to their post on Community. I'm sure you understand it costs us a lot of time and it's also going wrong now and then. 

    1
  • James Pitcher
    Comment actions Permalink

    Hi Nicole,

    There are plenty of other examples given in previous comments as to why this is required by so many of your customers, including my own previous post;

    Can we have an update on this?  I'm looking at enabling our community and a big sticking point is not being able to upload file types other than images.  Our customers would like to share product related files, .log files etc.

     

    1
  • Nicole - Community Manager
    Comment actions Permalink

    Hi James, 

    I hear you. There are definitely a lot of people looking for this. However, as I indicated in a couple of my previous comments, there are no plans to develop any additional features or functionality for the Community platform for the foreseeable future. 

    For additional information on that, you can see the official answer in this thread: 

    What is the future for Zendesk Community? 

    Everyone is welcome to continue sharing feedback in case the Community is something that product picks up again in the future, but we don't expect to have any updates on it in 2018. 

    1
  • Belinda Orme
    Comment actions Permalink

    Nicole

    Do you think there is an alternative we can explore - still using zendesk? Is there some functionality we are overlooking whereby (signed-in) users could still use the platform to share files? I presume the limitation is going to be that the forum would only be visible to signed-in users where the community is visible to everyone. Thanks

    1
  • Jonas Eriksson
    Comment actions Permalink

    We're using Zendesk among other things for beta testing new releases. We'd love to have the possibility of attaching log files to community posts, so consider this another upvote for this feature.

    1
  • Rocco Pigneri
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    Two years later, I would still love to see attachments added to community posts!

    1
  • Sam Donovan
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    I would also like to add that our team would like the functionality for end users to add documents (not just images) to Community posts. Thanks! 
    Sam

    1
  • Donald Fontanilla
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    Hi,

    I'd like to recommend if we can have attachments that customer can directly access the attachment without having to log into Zendesk. For example, when they receive outlook notification in regards to comments with attachments is it possible for them to download the attachment directly as a file and not to have to click on the link to the attachment.

    Thanks,
    Donald Fontanilla

    0
  • Christian Colding
    Comment actions Permalink

    Hi Donald,

    I am not entirely sure I understand. You can't attach files in comments for Help Center. Are you perhaps referring to attached files in tickets?

    0
  • Donald Fontanilla
    Comment actions Permalink

    Hi Christian,

    Sorry might have posted under the wrong category. Yes it is for Zendesk ticket attachments.

    This is my first time in posting a comment as I did not have access to do so before. I've received feedback from Zendesk support that I could send this an improvement feature  for future Zendesk updates / versions.

    Thanks.

    0
  • Christian Colding
    Comment actions Permalink

    Hi Donald,

    That is quite alright. Glad to have you participating! When it comes to your request I have found this discussion which seems to be related:

    https://support.zendesk.com/hc/communities/public/posts/203424756-Send-attachments-as-attachments-not-links?locale=en-us

    You are very welcome to go there and participate.

     

    0
  • Deepa Daniels
    Comment actions Permalink

    Thanks for your feedback and votes on this feature request. I want to be transparent and let you know that this isn't currently on the roadmap. 

    With that said, I am reading and noting all of your votes and feedback so please continue to share it with us. 

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Gos,

    Thanks for your feedback! Can you share why you would like to be able to add files and what those file types would be?

    As mentioned in my previous comment, developing features and functionality for the Communities platform is not on the roadmap. However, it's helpful to understand specific use-cases in case the product teams eventually decide to pick up the Communities product again.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Thanks, Belinda and Gos. 

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi Belinda - 

    The only thing that I can think of would be to share files via links. i.e. you upload the file to a Google Drive or Dropbox and then just post a link to the file in the community post. 

    This would make it visible to everyone, though, particularly if your Community is visible without log in, so you'd want to ensure that if the files need to be limited the security settings are handled on the third party side. 

    0
  • Sam Watson
    Comment actions Permalink

    Hi Nicole,

    We would also like to bump up this request for adding in other forms of files to community. 
    In our old forums we noticed a lot of the time people will add Word documents with multiple images and some text explaining particular issues they have been having or detailing feature requests. Often we also see Excel files with data regarding report results that they wish to share with other customers. 

    Thanks, 
    Sam

    0
  • Jeremy Robinson
    Comment actions Permalink

    We would really like to use this as well, as our users may cross-share documents and other file types because we facilitate a lot of collaboration regardless of the business name someone may work for. Additionally, we have some whitepapers and other documents that we don't have stored internally to provide links to, and they serve a larger audience and purpose if we place them in the Community.

    0
  • Nicole - Community Manager
    Comment actions Permalink

    Hi all - 

    Thanks for your feedback. We recently received the following word from the Product Manager for Guide: 

    "For now we don't intend on prioritizing any new Community features in 2018. Unfortunately, we have to make choices in prioritization with how we invest in our products with our time and resources and we see a much larger opportunity to continue investment in our knowledge base features. 

    As always we may re-evaluate this decision at some later date but as of right now, I wouldn't expect any new features in 2018. Sorry for the inconvenience." 

    That being said, I encourage folks to continue to share their feedback and up vote this thread (and any other product feedback thread you support) as that's the kind of thing that can help turn the tide of where development resources get allocated. 

    Thank you for your feedback and participation. Your posts here help us to serve you better. 

    -1
  • Christian Colding
    Comment actions Permalink

    Hi Jeanette,

    Our research found that very few non-image attachments were used in our old product. Adding other types of attachments have some security implications, so we would have to assess those before we could implement it.

    Thank you again for all your great feedback!

    -13

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