Ability to upload and store documents or files to an organization
We have customers who send us back signed agreements and different documents. It would be great to have the ability to save these documents within the organization to easily find this information. Currently, the only way to keep this information in ZD is to save the ticket with the attachment. Then to find it we have to search through their tickets. We'd love a better alternative to save this type of information.
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Hi Stephanie,
My name's Matt, I'm one of the Product Managers here at Zendesk. Thanks for your suggestion. I had a couple of follow up questions about your feature request:
- You mentioned signed agreements, are there any other common documents that you would like to attach to an organization?
- What file types would need to be supported?
- When would an agent need to retrieve or view a file attached to an org?
Thanks!
Matt
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Hello Matt,
For our company, the most common documents we deal with are Business Associate Agreements, SMS & TCPA Agreements, and Letters of Authorization for Third Party Services. Any sort of legal documentation is what we want to be able to easily and safely store within ZD.
As for the file types, the main one would be a pdf.
We would need to access these documents if an agent needed to review the information like to see who signed it and when. Our company has multiple agents handling an account, so having one spot to easily access those documents would help our team. Also if the customer requests a copy of the original document, in case they lost theirs or something, we would have an easy way to find it. It's also a backup action in case the ticket got deleted, or we can't locate the ticket. We know we can still find the documentation.
I hope this helps clarify the feature request. I appreciate you taking the time to look into this! If you have further questions please let me know!
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Hi Matt
This is something which I would also be keen on having available, can you confirm if this is in scope to be added and when?
I really want to be able to add customers order details so that support is offered on the service they have paid for and we are spending valuable time locating the order details before responding. Having in one location would definitely help, hence the ask
Can you confirm for me please?
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Hi,
I do believe this is needed at least for Macro usage.
Some repetitive work may require small-sized PDF:s, sheets, or similar. For example, return labels to be added in Macro as an attachment action.
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