Zendesk Search should look into attachments

Thank you everyone for your continued feedback, it's truly appreciated. Attachment based search  remains something we'd like to deliver in the future, but I wanted to follow up and let you know that it's not on the 2023 roadmap. Because of that, I've set the status of this to "Not Planned". I will confirm and update at the end of this year if we plan to work on this in 2024. 

However, we do have other improvements planned for Search this year:

• The ability for a user to customize the columns displayed on the search results page. 
• The ability for a user to click on the search page and repeat any of their recent searches.

Thank you again and please keep the feedback coming. 

Thank you everyone for your continued feedback, it's truly appreciated. Attachment based search  remains something we'd like to deliver in the future, but I wanted to follow up and let you know that it's not on the 2023 roadmap. Because of that, I've set the status of this to "Not Planned". I will confirm and update at the end of this year if we plan to work on this in 2024. 

However, we do have other improvements planned for Search this year:

• The ability for a user to customize the columns displayed on the search results page. 
• The ability for a user to click on the search page and repeat any of their recent searches.

Thank you again and please keep the feedback coming. 

I want to refresh my comments made back in 2019, almost 4 years ago.  This in my opinion is a big functionality miss since it is a feature inherent to Microsoft products and thus when moving a team from Outlook to Zendesk they take a functionality hit backwards.  Since a lot of information is contained within attachments in our business, think order numbers, part numbers, serial numbers, etc, the Agent is now incapable of searching past requests as they had in the past.  The teams who have a significant need to search attachments still have emails flowing to Outlook so they can search effectively.  Therefore by not fixing this functionality you have caused reliance on backward compatible Outlook and prevented our users from 100% embracing Zendesk.  You want to be able to break the tie to Microsoft outlook completely and omitting this functionality prevents that from occurring.

Your CX and Leadership teams should seriously reconsider this functionality to compete with and differentiate from Microsoft Outlook.

Hey all!
There is an option to search for tickets that contain an attachment, insert “ has_attachment:true” in the search.
Hope this works for PDFs 🙏🏼

Best,
Tatiana

There is a Marketplace App for that.
It extracts data from PDFs and Images and Stores the content within internal comments.
Internal comments are then found via the normal Zendesk search - maybe this would help you all.

There‘s a 14day trial for the app:
https://www.zendesk.de/marketplace/apps/support/853204/ocr-pdf-converter-by-knots/

Best,
Robert

+1 This would be extremely helpful for us too. 

Preethi Thutika, please let us know if this feature is in the road map for this year. 

Thanks.

We have a use case of system-generated emails where there is content in the attachment which would be helpful for routing.  It would be great if the search for a word or phrase could look in the attachment in addition to the regular body / description as it does now.

Hi Preethi, it would be great if you could provide a specific commitment on timeframe.  '2023' could mean the feature is coming next month (as I type this on November 1st 2022) or 12 months.  We are a new user of zendesk and currently considering how we are going to deliver thousands of pages of product documentation for our various modules. 

In some cases, smaller 'how to' type articles are perfect to put up online directly but many clients still expect to be able to download detailed product guides, testing scripts and more that really aren't suited for an online article experience.  

However, if we can't get search inside documents we are going to have to consider putting all that documentation online.  This is probably a full time job for someone to both do initially and then manage longer term.  As such we need to know when this feature is coming.  If it's not for 12 months we need to hire someone today.  If it's coming next month, we don't need to hire that person right now so your response has real business implications for us.

We're just one business, but I hope you might be able to give us a little more insights into your delivery timeframe.  Thanks! 

Overall we're loving the zendesk experience by the way, our clients really appreciate our new method of engaging with them.

Preethi Thutika has there been an update since the Support Search event?