Charissa Pena

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.