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Ability to open attachments within Zendesk
Posted Dec 20, 2024
When a customer attaches a file to the ticket, we are required to download the file to open. We'd like a feature within Zendesk that allows us to open the files within Zendesk.
The reason for this request is that customers frequently send attachments needed to resolve the request. However, there are times when these files contain PII/SPI. The redact option would remove the whole file, which isn't helpful when we need to view the file. Downloading the file or uploading it to cloud services also poses a risk that is hard to mitigate. If we can have this feature within Zendesk, then we can contain the files itself within Zendesk, which reduces the risk of storing the files to other places.
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6 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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Scott Tynan
Yes yes yes, omg this is one of the most annoying things, just have it open in a new window, or better yet have it display inline like every other email client.
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James Peterson - Eastern Logic
Hi Charissa Pena ,
I just checked the Zendesk Apps Marketplace, and I see that there are at least two apps that may potentially support this sort of a feature. It looks like there are both paid apps, but it may be worth a try to see if they could solve your issue.
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Scott Tynan
James Peterson - Eastern Logic We shouldn't have to pay extra for these very simple UI changes that should be a given as part of UX.
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Erling Lillelien
This is a highly wanted feature in our company.
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David Wolkonski
Hello,
we also need this feature.
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