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Ability to paste images when "Require authentication to download" is turned on
Posted Apr 22, 2020
The "Require authentication to download" is required for HIPAA-compliant setups. At present, it robs agents the ease of copy/pasting images into their editor. Yet, whether the agent or the end user provides an image, we can see it without having to download. There has got to be a way to enable secure inline images so agents can copy/paste images again. This is not a novelty or just a convenience, agents will now instead have to save, consider the naming of the file, store files locally, not be able to place the image inline contextually with helper text, we're talking this really increases the time to reply/deal with customers as well as adversely affect our ability to communicate with them.
Please give this some attention. Security should not come at such a cost of UX. We should be able to make that call if an image has PHI or not, should require attachment treatment or what.
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12 comments
Jimmy Rufo
Zendesk team, +1 on all of Abed's comments. This limitation is a bit crippling if you're trying to explain a step by step issue / resolution. Need some sort of resolution to this ASAP.
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Abed Islam
Thank you, Jimmy, for the upvote.
I originally posted this in April 2020, it is now December 2020, 8 months later, so I've enough experience to provide an update.
Due to this issue combined with the confoundingly incredible failure to simply log someone in, we actually have little choice but to have our agents use email instead of Zendesk.
The scenario is like this:
I hope someone at Zendesk sees this and escalates the issue. We are literally having to resort to not use a Help Desk system for ourselves as agents as well as for our end users.
If that doesn't raise a red flag...
I can't imagine the level of effort being crazy either given that copy/paste is something already supported, it's just plain blocked, so it's not like they need to build a new feature.
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Jimmy Rufo
Sure thing Abed. In the interim, if anyone knows any third party apps that work well, that would be great. I'm giving CloudApp a try now.
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Ian Hyzy
This is an extremely annoying issue when trying to walk users through something.
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Alberto Iaccarino
I cannot believe it is easier to create a ticket via an e-mail than using the native interface.
Please fix this.... I can paste images in any tools I use.
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Matthias Miltenberger
It works here:
Why can't it work in tickets?
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Adam
+1 we'd like to see this feature become available. We enabled the rich text editor to take advantage of this, and it looks like we are being penalized for using increased security measures.
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Krista Zaloudek
This is a HUGE pain point for us as well! We'd really love to be able to differentiate and share images through email while maintaining security.
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Andy F.
+1
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Matthias Miltenberger
Any update on this, Zendesk?
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Mike Kelsch
We often need to send PHI but agents are trained to do this via secure email. We MOST often need to just send screenshots which aren't sensitive and this issue makes things unbearable.
Ideally we'd have a way to do both. Choose to "attach" or to "email" the image so that we can determine the sensitivity of the content.
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Chika Chima
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, to the setting of "enable secure downloads" so agents can copy/paste images again; is not on our roadmap for 2024. We have documented this valid feature request for our backlog for future iterations.
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. Thank you again for being valuable customers at Zendesk.
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