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Agent Workspace - Ticket Attachment Display
Not Planned
Posted Dec 06, 2021
Feature Request Summary:
System should display attachments in a grid or have a count of attachments visible for the message and ticket total. Optimally, attachments should be numbered so agents don't lose their place when they're named similarly.
Description/Use Cases:
Agent can potentially miss attachments provided by end users when they don't know that there are more attachments than displayed.
Business impact of limitation or missing feature:
This is critical for our business as our agents should be able to easily access all of the information.
Other necessary information or resources:
Image of how it's currently displayed.
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3 comments
Official
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, Ticket attachments Display 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.
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Sandy
Hope this could be fixed soon!
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Tawnya Cavanaugh
Is there a way to add an attachment on the End User account page? I know we can add to a ticket, however would be really useful if it would be associated on the customer information. Each of our customers has an ID card, if they have multiple tickets it would be best to be attached to their User instead of each individual ticket.
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