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Mitchell Sherman

Joined Apr 15, 2021

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Last activity Mar 04, 2024

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Latest activity by Mitchell Sherman

Mitchell Sherman commented,

Community comment Feedback - Ticketing system (Support)
Hi Chika Chima thanks for following up on this! Excited to see these questions and some attention on this use case. 
1. For the support product the limit is 50mb for uploads. The ability to increase attachment size to 5GB, where would you want this setting lie? In admin center?
 
Yes, we’d like for this setting to exist in Admin Center and be able to control the file size limit for uploads. If the limit is increased to 5GB, for example, we’d love the ability to specify and control limits up to 5GB - ideally, possibly in 500MB increments?
 
2. When increasing file size limits, that would mean you would want to increase your account storage?
 
Volume is low for cases in which we'd need to gather large files but even so: We’d either want that to pull from a separate storage pool or we would need to consider increasing our account storage capacity. We'd be willing to solution this as a separate thread. We'd also build policy around deleting these files after troubleshooting is complete. There's no reason to retain customer's files in perpetuity.
 
3. What else do envision for having the flexibility to increase file size? Is this an account setting and/ per brand(if you have any)? What other channels would you want this capability?
 
This would be ideal for email specifically. Advanced troubleshooting interactions in which we would be troubleshooting large file issues will not happen via messaging. 
 
It would be great to specify and control which channels have increased upload limits so we can manage our storage capacity more effectively. I don’t see a need to control file uploads per Brand, but this could be nice to have just in case too. These last two things are more nice-to-haves.
 
4. What is your current workaround for this problem, if any?
As of right now, we ask that the customer use whichever 3rd party file sharing platform they prefer or use. We do not offer a prescriptive solutions/suggestions if a customer does not have a file sharing method. We also don't offer seats to 3rd party platforms, like Dropbox, to our support team due to their significant cost. These interactions remain infrequent enough that it is not a major support bottleneck; however, this is not a scalable solution for us and we believe that the best end state is a larger file sharing solution through Zendesk's email support platform. We've built enough of our policy on privacy and security on the file sharing features of Zendesk, it's better to have a consistent support experience -- both for our agents and customers. 

View comment · Posted Mar 04, 2024 · Mitchell Sherman

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Mitchell Sherman created a post,

Post Feedback - Ticketing system (Support)

It would be great to be able to opt into allowing larger attachments in comments, up to 5GB ideally.

We support video hosting and on very rare occasions, our support team needs to gather video files from customers to troubleshoot issues they report with adding and managing those video files. The current attachment limits mean we are forced to use and consider additional support tools to gather those files.

We like the security of keeping all attachments in Zendesk where we can redact attachments once they're no longer needed and use a platform we've already vetted security checks with. 

It's frustrating that we have to seek solutions outside of this platform to fill this feature gap.

Posted Mar 14, 2022 · Mitchell Sherman

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Mitchell Sherman commented,

CommentAttachments and CCs

It would be great to be able to opt into allowing larger attachments in comments, up to 5GB ideally.

We support video hosting and on very rare occasions, our support team needs to gather video files from customers to troubleshoot issues they report with adding and managing those video files. The current attachment limits mean we are forced to use and consider additional support tools to gather those files.

We like the security of keeping all attachments in Zendesk where we can redact attachments once they're no longer needed and use a platform we've already vetted security checks with. 

It's frustrating that we have to seek solutions outside of this platform to fill this feature gap.

View comment · Posted Mar 11, 2022 · Mitchell Sherman

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Mitchell Sherman created a post,

Post Feedback - Help Center (Guide)

Knowledge base articles can use anchor/jump links to help expedite user navigation throughout articles: from a table of contents to a specific set of sub steps etc.

The Knowledge Capture tool cannot link to sections within an article within a ticket. 

This reduces some of the knowledge capture's time savings as it often requires that a user open the full article in order to gather a URL to the specific section of a guide they ned to link.

It would be great to see the ability to copy/insert a anchor link to specific article sections from the knowledge capture app.

Posted Dec 01, 2020 · Mitchell Sherman

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