Send attachments as attachments not links

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129 Comments

  • Scott Johnston
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    Thanks Nicole. What is EAP?

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  • Nathan Swyers
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    Could I also be added to beta test this feature? This is a huge pain point for our agents/requestors.

     

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  • Matthias Kurz
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    Please add me to beta also.  Thank you very much :-)

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  • Phil Chamney
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    I would like our domain/account to be added if there is a beta test.

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  • Nicole - Community Manager
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    @Scott - EAP stands for "Early Access Program" 

     @Nathan, Matthias, Phil - I'm checking in with Jaimini to see what the status of the Beta is. I'll let you know once I hear back from her. 

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  • DeAndrea
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    Hi Nicole, can my account be added to the beta as well - HomeCEU.zendesk

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  • Mie Dohn
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    Hi, 

    Has this come out of beta yet? I would very much like to know more. 

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  • Phil Chamney
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    Yes, we're still anxiously awaiting this update. It's crucial to our business. I haven't heard anything from the beta team.

    I'm curious if this is something that Zendesk really doesn't want, or can't implement and doesn't want to say.

    It's a standard business practice to have an actual attachment and had I known this wasn't possible, I may not have implemented this program in our business.  I'm now forced to look at different options for our order desk.

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  • DeAndrea
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    Something I found this week that might help you guys - it solved most of our problems - https://www.zendesk.com/inbox/

    I'm not sure why NO ONE from the ZenDesk product team has mentioned this tool on this thread - but this tool allows for attachments, and for emails to look like emails. It also connects directly to your zendesk account so you can share true tickets back into zendesk and handle them like tickets.

     

    Hope this helps some of you guys!

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  • Nicole - Community Manager
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    @Phil & @Mie - the Beta is currently in process; this is something that we both want and will be able to implement. 

    @DeAndrea - you're correct, Inbox solves the issue for some users. But we are also working on developing this to work directly in the Support interface. 

     

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  • Christian Weststrate
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    Hi @Nicole, 

    Can you add us to the beta as well?

    Thanks

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  • Nicole - Community Manager
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    Hi Christian - 

    The beta is currently full, but we'll let you know if we reopen it for additional participants. 

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  • Jaimini Patel
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    Hello everyone, 

    We are now accepting more customer for our Beta. Please sign up using this form:  https://goo.gl/forms/HQuHDUlMPrznr6622

    Here is the Community Post to learn more about it :http:// https://support.zendesk.com/hc/en-us/community/posts/360000811848-Adding-real-attachments-to-tickets 

    Thanks all for your patience. 

    Jaimini Patel

    Product Manager - Email 

     

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  • Katie Pursinger
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    I was very happy to learn today that we can now include actual attachments to outbound emails instead of links. Thought you all might want to know too. We've been waiting on this for a long time and this has made our agents very happy. :-)

    I found it in Settings under Tickets --> Attachments

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  • Nathan Swyers
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    That's not showing up ours. I was added to the "beta" as well for this. Hopefully we'll see it soon. We hear from frustrated guests on a daily basis because they can't find our "attachments", despite trying our best to clarify they're listed at the bottom of the email.

    And we don't blame them. An email attachment at the very bottom of an email thread is unheard of. This is a deal breaker for us, for sure.

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  • Mie Dohn
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    Not showing in my solution either. Is there something I need to activate to get this function?

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  • Phil Chamney
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    I found it in Settings->Tickets->Attachments as stated in the mail above.

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  • Feliks Goedvree
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    Option is not available here:

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  • Michael Hoyte
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    I think the option is only available if you have registered to be part  of the beta testing of it, it is not publicly available yet.

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  • Phil Chamney
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    I did apply for the beta but heard nothing back as to acceptance to the program, or direction, etc.

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  • Michael Hoyte
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    You'll have to contact them then I guess. I didn't apply favoring to wait for it to be available to everyone so don't know how they respond to an application. You would think you would get a response to say whether you have been accepted or not though.

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  • Nathan Swyers
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    I registered and received a confirmation  that I was enrolled, but I don't see that option there.

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  • Phil Chamney
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    We use the "Team" pricing package level of ZenDesk and it's working fine here. Hooray.

     

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  • Katie Pursinger
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    To my knowledge we never signed up for the beta version, opting to wait for them to add it instead as a full feature. We are also on the "Team" pricing package level. Maybe they are slowly rolling it out? 

    Either way, if you don't see it I would keep an eye out for it. We were never alerted it was an option. I just stumbled on it but it is going to make a huge difference for us. Every day our office has to deal with someone who couldn't find the link. 

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  • Nathan Swyers
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    Exactly my point. This is a gigantic gap with Zendesk's service. Whoever decided to link to attachments instead of attaching them like every other email service on the planet... well...

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  • Nicole - Community Manager
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    Hey Nathan - 

    I can't speak to who may have made that decision, when, or why. But the good news is that we're actively working on fixing it. Definitely check out the Beta if you haven't yet. 

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  • Nathan Swyers
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    Hi Nicole, I would love to check out the beta. I was told I was registered. 

    But that option does not appear in my account. 

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  • Antonio del Río
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    I did not sign for the beta, but the option does show on my attachments settings. Let's see how it goes!

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  • Jonathan March
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    Each approach has advantages in some situations. 

    Generally, attachments are easier and more familiar.

    But where an attachment is large or sensitive and/or a ticket has many CCs, it can be preferable to have the file available only by authenticated download link (and identified as such, not mis-identified as an "Attachment"!)

    Ideally, this would be a per-comment option, or at least a per-ticket option, not a per-account option.

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  • Nicole - Community Manager
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    Hey Nathan - 

    I'm checking into that for you and will let you know what I find out. 

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