HEIC Attachments in Preview

17 Comments

  • Official comment
    Chika Chima
    Zendesk Product Manager

    Hi all thank you for taking the time to share your feedback with us here. I want to acknowledge that this feature request has been open for some time without a PM reply and I apologize that is the case! Looking to clarify some questions on this post and share where Zendesk is with this feature request.


    To the original post, HEIC attachments in Support is not on our roadmap for 2024. We will continue to maintain our current attachment options as they stand now including those supported in the mobile app for support tickets.
    While I understand that this may be disappointing to some, our intention here is to be transparent with our plans so that you can continue to remain aware of how Zendesk is moving forward in the near term.

    At this time, we are going to close this post for comment as we have the information and use cases needed should we ever look into this again. Thank you again for being valuable customers at Zendesk.

  • Justin Ramsey

    We need Zendesk to recognize HEIC image file format. Our customers submit warranty claims with images. Many submissions contain HEIC format. Thanks!

    3
  • Scott Maxwell

    I agree. This is now one of the main image file types for iPadOS and iOS.  Many of our customers are using it, and so we need Zendesk to support it for the image preview window. Thanks.

    1
  • Michael Yuen

    Amisha Sharma I see you've commented on some other customer posts re: product feature requests. Maybe you can assist here. What are the odds of getting HEIC previews in Zendesk, similar to the way we can preview JPG images without having to download them? Is there somewhere else we should be sending this request? There was a post about this back in 2019 but it was archived without any official comment. :-/ 

    0
  • Amisha Sharma
    Zendesk Product Manager

    Hello all & Michael Y. - Thanks for providing feedback. This pain point has been recently brought to our radar. We are currently working on improving Agent Workspace performance, so won't be able to pick this request right away, but we do plan to start investigating and pick this up as soon as possible. I'll be sure to update here once we are making some progress on this. Thanks for your patience!

    -2
  • Kurtis

    The majority of our users are contacting via mobile so the most of our images are sent in standard HEIC. My team all use windows so it is becoming a major problem having to request images in a different format just to view, prolonging the customer journey. 2023, and this thread began in 2019, how soon will this feature likely become available? Alternatively we may need to look at different solutions with other service providers

    0
  • Nick P

    Our users also need to provide photos from job sites in a lot of support tickets, so we need this file type support in Messaging, especially since most of our users are also chatting in from an iOS device. It's inconvenient to our agents to create a separate ticket just to email in photos.

    0
  • Michael Yuen

    Thanks Amisha Sharma for the update.

    I'm surprised to hear this issue was just recently brought to Zendesk's attention though as there's an archived post about it from 2019.

    Like many of the others here, our CS team often requires photos of the product/issue. When those photos are in HEIC format it requires extra time and effort from our agents since Zendesk doesn't preview them. (See my attached screenshot). HEIC files have to be downloaded, opened in a program that supports HEIC files, exported as JPGs, and, finally, those JPGs must be reattached to the ticket as an internal note.

    With HEIC being the default format for iOS devices, and iOS accounting for nearly half of US cell phone users, we get a lot HEIC images. Being able to preview HEIC files within Zendesk, just like JPG files, would be so much more efficient. The sooner this can be addressed the better it'll be for all of us--agents and customers alike. 

    Thanks again.

    2
  • Skaterdad

    This is becoming an increasing pain point.  MANY customers use their iPhone to send us photos and each needs to be downloaded and viewed.  PLEASE add HEIC preview or explain to us why it cannot be done.

    0
  • Frank Smith

    +1. Most of our customers upload photos from their iPhones and not being able to preview HEIC images in the ticket added unnecessary friction to our support processes. We decided to solve this ourselves and are currently building an app to allow us to preview HEIC images in Zendesk. If this sounds interesting to you as well feel free to reach out: frank at canary-apps dot com

    1
  • Ryan Worthen

    We need this native functionality from Zendesk. We're an insurance company and receive photos from our customers frequently. Adding the HEIC compatibility would help us tremendously.

    0
  • Frank Smith

    fyi we just published the HEIC Attachments Preview app in the Zendesk app marketplace. It allows you to preview images coming from iPhones & iPads in the Zendesk ticket view without having to convert them/download them and view them in a different tool. We built it in a way that keeps all data within your Zendesk instance without any external services (everything is done locally to preview the images)

    0
  • Michael Yuen

    Amisha Sharma Hi again. Do you have an update on support for HEIC images within Zendesk? 

    0
  • Frank Smith

    if anyone wants to give our app a try without having to put down a credit card feel free to use the coupon code TRYHEIC when installing - it will allow you to proceed with the installation and will work for the duration of the trial. If you have any questions or want a demo don't hesitate to ping me at frank @ canary-apps.com

    0
  • Michael Yuen

    Amisha Sharma following up on my previous post (from August)...do you have an update on support for HEIC images within Zendesk? 

    0
  • Simon Boe Blouner
    Zendesk Luminary

    Weird that this is a format not handled by default in Zendesk yet.

    Let's go and get this done, please.

    0
  • White Queen RB

    Prior to a few weeks ago, we never experienced this issue before and we've used Zendesk for years. I tried to have Zendesk Support assist in figuring out why images were showing error messages as if they were corrupted, but our Development Team ended up being the ones to find this article and conclude the images were coming from MAC devices as HEIC files (despite saying JPG). 

    We installed the HEIC add-on that is mentioned in this thread earlier this week and are hoping it helps to resolve the issue, but it's odd Zendesk would not address this for over 2 years... It's also weird this seems to be ramping up more frequently recently, as if something has changed to cause this error to show now, whereas it wasn't in the past. 

    Hoping the add-on helps for now, but really looking for Zendesk to resolve this on their end. 

    1

Post is closed for comments.

Powered by Zendesk