Kaleb Micklatcher

Chika Chima Sure!

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
I want to be able to send some attachments as "secure" and others normally. Currently, it is an all-or-nothing global setting. This affects agents and customers. Agents cannot attach non-sensitive helpful inline screenshots, for example. Also, customers must sign in unnecessarily for non-sensitive attachments. Customers also miss attachments often because they are not embedded into the email. However, we still need secure attachments as we do occasionally send sensitive data.

What problem do you see this solving? (1-2 sentences) 
Agents would be able to send inline screenshots, customer experience would be streamlined when attachments are not sensitive.

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? (3-4 sentences)
This likely happens at least once per day across our team. We would like to be able to send a screenshot or a non-sensitive attachment but don't bother because the customer would need to sign in to view it. There's a 50/50 chance the customer even sees the attachment link and a further 50/50 chance the customer even knows how to get into their account.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Occasionally we will just email the customer directly outside of Zendesk.

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
As an agent, when I add an attachment, Zendesk should ask me if it should be sent securely or not. The global setting should be kept if Zendesk customers still want to enforce secure attachments. However, users with the setting off should be given the option to send attachments securely.

I sometimes find that I have part of a message written that I don't plan to finish/send until later, but there are fields that I still need to update. This would prevent me from accidentally submitting a half-written message when updating those fields, but would it be possible to add an option for updates except for the message itself to be submitted?