Johanne Leveille-Schirm

We have the same request - I actually was surprise today when I tested this and realized that end user could not edit the Subject field - which they provided in the first place. They should be able to edit all fields (except for previously submitted comments) that they were asked to complete.

I agree that one must be able to send the actual attachment and not just the link. We finally discovered last week that this was not what was happening (could not figure out what our developers were talking about as  Support was always diligent about clicking the "attachment" box; we finally figured out that unless you have a Zendesk account, you cannot get to the attachments)

We are not going to make the attachments "public" - this is not acceptable.

We now have to give light agents access to our developers as a work around so we can interface seamlessly with them  (luckily we are an Enterprise customer) but this is not  acceptable long term. And of course, does not work for many of the Zendesk customers.

This is a product deficiency that needs to be addressed ASAP