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We need to pre-view/view PDFs, DOCs, Excel/Tables, and Images attachments via a preview window.



Posted Mar 06, 2024

We need to pre-view/view PDFs, DOCs, Excel/Tables, and Image attachments via a preview window.

We can't keep downloading attachments just to view them. Why can't there be a way to preview/view PDF, DOC, Excel/Tables, and Image attachments via a popup preview window? You can do this in Gmail and Outlook. All agents and admin are affected.

It will solve the need to download everything just to look at it, which slows down the workflow and impacts HDD space.

This happens with every ticket created as the customer sends the PO as a PDF. It causes many delays and wastes time.

There is no workaround for this.

You should be able to click on the link and choose to view it in a popup window or download it.


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9 comments

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Shawna James

Community Product Feedback Specialist

Hello Carly,
 
Thank you for taking the time to provide us with your feedback. Can I point you in the direction of our product feedback template? This template has been designed by community members and PM's to help users provide the most accurate details for their feature request so that we can better understand your use case and needs. If you could, we would appreciate you taking the time to update your post and utilize the template.
 
For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
 

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+1 for this functionality.

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Hi Carly Adams,

You can open up PDFs and Docs with our two apps:

Or you can use Frank's: PDF Attachment Viewer

 

Note: as you can see by the name, these are meant for PDFs or Docs, not all the file types that you indicated

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Hey Carly, there's an app in the Zendesk app marketplace that solves previewing PDFs without the need to download it on your agents systems: https://www.zendesk.com/marketplace/apps/support/952678/pdf-attachment-viewer/ 

full disclosure: I work for the company that built the app. If you have any questions don't hesitate to reach out to frank@canary-apps.com

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I found an App. Attachments Manager.

Leafworks has truly delivered with their Attachments Manager App at an affordable cost of $5 per month, addressing a common everyday usage issue within Zendesk. The lack of attachment management capabilities has long been a pain point, but Leafworks has stepped up to the plate and provided a solution. Unlike other attachment manager apps in the marketplace, Leafworks' app stands out with its ability to preview all relevant day-to-day files xlsx, pdf, docx, csv, etc. This feature has been a game-changer, saving our organization significant time and disk space. With the ability to preview attachments and copy text directly from them, we can seamlessly integrate information where it's needed. Kudos to Leafworks for their innovative and practical approach to attachment management in Zendesk. Don't waste your time with others; this is the one you want.

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This is slightly unrelated, but I could not locate a post/thread that addresses the topic of embedding images?  For example, we would like to place a graphic image into one of our triggered auto responses.  Does a partner app have a solution for this? 

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Native PDF Viewer & Extractor allows to preview PDs! It is a secure and efficient way to handle PDF attachments directly within Zendesk.
 

Why it stands out:

  • No External Viewers: Unlike other apps, it doesn’t rely on Google Viewer or third-party systems. Your PDFs stay entirely within your Zendesk instance. No data transfer to Google/Microsoft servers.
  • Works with Private Attachments: View private or public PDFs seamlessly without downloading.
  • Text Extraction: Easily copy text from PDFs (if extractable) for internal notes or faster responses.
  • Streamlined Integration: Fully client-side and natively integrated, with no extra plugins or setup needed.

 

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+1 for this functionality

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Caroline Kello

Zendesk Product Manager

Hey everyone, thanks for taking the time to provide us with this feedback! 
 
This is a great feature request and I have added it to the backlog for future consideration. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community. 
 
Thank you again for your feedback.

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