Jake G

Hi Nicole - I think most of understand this and respect it - but you have to agree something this major should be addressed. It kills my support team when trying to create tickets in Jira from Zendesk tickets and waste so much time.

It's such a fundamental feature I don't see how this has not been resolved yet

Yuri mentioned in July of 2017 he was going to revisit this at the end of 2017. Did that not happen? I take it Zendesk does not see this as a priority since it has been ongoing since 2015.

Hi Laura -

What 3rd party commercial tools to handle this are you referring to? Is there an addon that makes zendesk attach tickets to a jira ticket so you do not have to have a zendesk login to view an attachment from a ticket created in zendesk? 

Agree with Jamie - the answer I got was that you have to buy a user for them. You can buy a special type but it is still $25/user per month with a minimum of $250/mo which is crazy for just viewing attachments. They could create a new free user that only has rights to view attachments. But it continues to go unsolved. 

I just realized the zendesk tab also just contains the link.  I for sure have to turn on the extra security due to privacy concerns. I still think an easy solution would be to create a new user type to allow for this. 

@yuri - I am +1 this feature to have it transfer the file as others have said. There are many privacy concerns such as HIPAA that I am dealing with and currently can't allow people so use this feature if you can't actually send the send the attachment. 

Sure they could tell the developer to click in the zendesk tab to download the attachment but there could be 10 of those...and only 1 is relevant. 

I am actually shocked this has not been resolved yet and you have open sharing. I don't want to pay for each developer to have an account. Not that this solution would be ideal but in the short term could you make a new account type that just gives a user auth and download privileges of attachment links?  Those users could be free and all they can do is have a secure login and ability to download files. Not perfect but its something.