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Preview PDF within the ticket



Posted Mar 29, 2021

why do we need to have a third party paid application for such a feature that you removed in the last update


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8 comments

We would also like to see this feature come to Zendesk. Not only for PDFs but for any text-based documents, such as plain text, rich text, JSON, script files etc.

Each file type has its own program it will open with, which in the case of scripts are IDEs that take a while to open. Previewing these files and optionally downloading them (like is already possible with image attachments) would help streamline our work on Zendesk.

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We would like Zendesk to provide the attachment (in .JPG/ .PDF/.DOCX format and so on ) preview feature as soon as possible, and we would like the Support attachment preview feature can cover as many file type as possible. Also, need an option of one click to download all attachements in the same one ticket

We are organisation providing services support services customers where it requires a lot of electronic documents of different file types to be sent through by customer via different channels, but agent in Zendesk will need to look at the document pretty much every day and on every single ticket, it will improve the efficiency for our agent if we can quickly preview the content then we can either move on with it or suggest customer to provide another copy etc rather than having to download every single of the documents to get it managed from file system level. 

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New Zendesk user here and it is incredibly annoying that I can't quickly preview a pdf that is attached to a ticket. Instead I have to download it and then go find it and open it. Please implement a preview feature for pdf's. Powerpoint and word docs would also be useful.

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Hi all- we own an app that allows you to do this exact thing for PDFs.

You can preview within the client or in a separate tab- totally up to you!

 

Our company bought this businesses recently and fixed all the issues that people have previously brought up. We have 50+ users now, and are dropping more features for our users this month and next.

 

Happy to talk more about how I can personally approve your Zendesk experience!

 

- Myles

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Chika Chima

Zendesk Product Manager

Hi!

Thanks for this feedback! It is currently not on the roadmap , however, we have wrote down this request and I would like to know how you all imagine what this pdf preview feature may look like in a ticket? Such as When clicking on a pdf attachment, a separate pop up window will come up? or within the conversation of the ticket? where would you want the option to download the pdf attachment after previewing?

Thanks!

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Hi Chika Chima, we're interested in this feature for Zendesk Support. We'd like it to include more than PDFs, such as text files. The vision is that our agents can click the file and view the content without downloading it to their computer and copy and paste information. I'm thinking a window over the ticket where the agent can move and minimize it would be helpful. Let me know if you have any questions. 

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Hi Chika Chima , maybe in the similar way you preview an attached image with a download button if needed? Anyway, I think people will appreciate whatever way that is best supported by the Support and ticket interface!! 

 

This is also a frustration for our agent teams to have loads of downloaded files where a simple preview would have been sufficient. It's also a mess from a document control perspective. 

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Chika Chima

Zendesk Product Manager

Thank you all for your valid feedback! This has been documented and will reach out for additional questions /validation. Thanks again!

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