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Ticket Form Feature Request: Condition on Attachments to display Checkbox Field
Posted Dec 19, 2024
Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue:
We are a global software company in the B2B sector that works with sensitive customer data.
Both our legal department and our external company, which takes care of all data protection issues (GDPR, ISO 27001, SOC2 ,...), urgently advise us to revise our forms for submitting tickets via Zendesk HelpCenter / Guide.
For each ticket, we must obtain consent that the person submitting the ticket is authorized to provide us with the data and that the person submitting the ticket has read our terms and conditions.
What problem do you see this solving?
To ensure that we can continue to use Zendesk forms to submit tickets, we needed the option to add a checkbox for approval as soon as an end user provides attachments to a ticket.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business?
For the majority of our requests, i.e. around 2000/month, our customers and partners provide attachments.
According to our legal department, we are obliged
- obtain permission for us to process the data in accordance with our policy and
- ensure that the customer has agreed to our data policy
- ensure that the customer is aware of how long we retain their data in accordance with our Data Policy and when it will be deleted
Are you currently using a workaround to solve this problem?
We currently have no workaround. Unfortunately, all known alternatives are ruled out for usability reasons.
What would be your ideal solution to this problem? How would it work or function?
The solution of a well-known competitor of Zendesk offers the following option:
The starting point is a ticket field to provide attachments.
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As soon as an attachment is provided, a condition takes effect and a ticket field of type checkbox appears to clarify the legal aspect.
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2 comments
Emily Reidy
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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James Peterson - Eastern Logic
Hi Josef Prandstetter ,
It should be possible to do this by customising your theme. We have done similar work in the past and would be happy to help out. Have you done any theme customisation in the past, or is it new territory?
Cheers ~~
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