There is a need to have all attachments on a case show up together in an attachments pane so that those attachments can be easily accessed. It should be possible to download, upload and delete attachments from the attachments pane (no matter where the original attachment came from). That section should be able to be accessed directly and through a response on a case where you can click to attach and actually select from the list of files attached to the case.
I was shocked to find out after starting to use ZenDesk that attachments only show up on the response or email that they originally came in on, rather that being able to be accessed from a section on the case where all attachments appear.
The way that ZenDesk does it, one needs to scroll through an entire case looking for the entry that has the attached file you are looking for. Truly a waste of time and effort when something like this should be set up as I mentioned above.
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