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Ability to paste images into the Description field in the New Request Ticket Form
Posted Dec 05, 2024
Hello Product Team!
We have recently decommissioned the email channel in order to shift customers to our Help Centre. Since the change, we have seen a dramatic drop in screenshots being provided by customers. We are also receiving a number of complaints around the cumbersome nature of using attachments for images in the Ticket Form compared to inline images in an email client.
Screenshots alone increase the efficiency of Agents and Time to Resolve, more than any other feature in the product. Our resolution times and One-touch Tickets are being impacted. The ability to paste inline images in the Ticket Form (like Agents can do in the Agent Workspace) would be an absolute game changer.
Right now, we might need to go back to email. Which would be unfortunate as we are trying to move traffic to the Help Centre as we have a vision to embrace AI and Messaging.
Thank you for your consideration!
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2 comments
Shawna James
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. 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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Annmarie Bickerton
This feature would be really helpful for ‘on the go’ customers
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