Send attachments as attachments not links

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125 Comments

  • Sam Lovelock
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    One partial solution I have found to making the link more obvious is to add the attachment in Zendesk, then drag the attachment icon further up the screen in line with the place you want it to appear. This creates a hyperlink that is labelled based on the name of the attachment. You will still have the full link at the bottom of the email unfortunately but at least the link is also in a easy to access place for the customer. So the email would look a bit like the below:

    Dear Customer,

    Please find the link to the PDF guide below

    Attachment.pdf

    Kind regards,

    Agent Name

    Full Attachment link

     

     

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  • Andrew Reback
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    Good news everyone. As of early 2018, this functionality is beginning to rollout to customers -- so soon you'll be able to send email with real attachments available (with file size constraints). Thanks.

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  • Joel Hellman
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    Thanks for the update, Andrew. That is certainly good news!

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  • Benjamin Andersen
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    Very good news. It has been the biggest downside for us in Zendesk.

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  • Antonio del Río
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    It was worth it to be subscribed to the thread for months. I know one day it would be taken care of. It just Zendesk could let me check delivered/opened emails; or use my own SMTP server or Sparkpost API, I'd be a very happy man. Thanks for the update!

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  • Dylan
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    Great news on the hard attachments! This might finally enable us to switch from one of your competitors.

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  • Patrizia Eberhart
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    Just found this thread... wow, this is good news!

    I hope it will be implemented early in 2018.

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  • Alex Retzlaff
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    Great news, and equally, about time!

    Zendesk, taking 3 years to come around on a feature like like it toooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooo long... at the very least learn from it and consider practical actions to avoid/reduce suck issue in future.

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  • Brad Bilotta
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    This is great news!  Thank you for prioritizing this to enhance the product.  I appreciate the hard work and help on our pain points.  :)

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  • Nicole - Community Manager
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    Thanks, Brad. 

    With regards to the comments about this taking a long time, we're not able to build everything everyone asks for, and we're certainly not able to do so immediately. We receive hundreds of suggestions, requests, and feedback posts in our Community every month, as well as everything we hear through our other support channels, customer interviews, etc.

    When making product development decisions, we have to weigh what's feasible, how complicated it is to build, what other things a development might impact, how many customers it impacts, and many other factors. Sometimes that means a particular feature or functionality can be significantly delayed, or sometimes we're waiting on another development to roll out first. 

    That being said, we're very aware that communication in the Product Feedback topic has been lacking, and are actively taking steps to improve the experience here. 

    Thank you all for your participation, patience, and feedback. 

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  • Randy C
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    any update please/ when can we send out attachment as attachments.

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  • Nicole - Community Manager
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    Hey Randy - 

    As Andrew said in the official comment at the top of the thread, the product development teams are currently exploring this functionality for development in 2018, and hope to make real attachments available (with file size constraints) at some point in the near future. 

    We never share specific timelines, and development plans may change at any time. But it sounds like things are headed in the right direction for a solution around this problem to be developed in the coming year. 

    We will continue to update this thread as things progress. I would expect another update sometime in January. Stay tuned! 

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  • Sajid Latif
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    Now its January... cant wait to get more updates on this topic :)

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  • Nicole - Community Manager
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    Hi Sajid - 

    It's something we're looking into during 2018, but we don't currently have any updates, nor do we expect to have any updates in the immediate future. We will keep this thread updated as information is available. 

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  • Jaimini Patel
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    Hi Sajid, 

    Hello Nicole, 

    We have been working to develop this feature.  We plan to have a beta rollout early 2018.  

     

     

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  • Randy C
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    thank you ! we look forward to this, it'll help us a lot !!

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  • Mattias
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    Can't tell you how frustrating it is having to continuously go out of Zendesk to send an attachment that is recognised as such by the recipient - the sooner you get around to this the better so please do consider pushing it up to the top of the Jira backlog...

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  • Nicole - Community Manager
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    Hey Mattias - As Jaimini said above, they're looking to roll out the Beta in early 2018. 

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  • Mikael Johannessen
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    This is one of the biggest pain areas for us as well. Most of our customers don't have internet access (ships with satellite connectivity) to download attachments, so we rely on having actual attachments within the email itself.

    We've created a workaround by sending ticket updates with attachments to an external target which in turn extracts the attachment and sends it all out through our MX, but it's not optimal.

    Any chance of being registered as a beta tester?

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  • Nicole - Community Manager
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    Hey Mikael - 

    I've put you on the list for the beta test. No ETA on when that'll start up yet, but we'll be sure to notify you. 

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  • Brad Bilotta
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    Please add me to beta also.  Thank you :-)

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  • Desiree Cantor
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    Count me in the Beta.

    Cheers!

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  • Luke Minns
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    Just put everyone on the list for beta testing, we all want this as soon as possible!

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  • Nicole - Community Manager
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    I've added the three of you to the list for the Product Manager.

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  • Randy C
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    please add me as well to the beta list thank you

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  • Nicole - Community Manager
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    done and done

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  • Sajid Latif
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    Please add me as well !!! 

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  • Aaron Stivala
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    Me too please - thank you! :) Kindly use bonole@gmail.com as an email please. Thank you

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  • Christian Pugh
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    Please add our account as well. Thanks!

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  • Nicole - Community Manager
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    Hi all - 

    Just a quick update for you - we've gotten through QA on this and the EAP is currently on track for later this month. We'll keep you posted as things move along. 

     

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