Send attachments as attachments not links

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125 Commentaires

  • Jake Holman
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    Hi Angus, users do not need to log in to gain access to their attachments. Furthermore, I'm afraid we'll be unable to attach files to outgoing emails at this time.

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  • Angus Scown
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    From the users perspective getting them to click on a link to download the attachment is not expected behaviour.  I understand (now) that they don't need to login but I look at 'extra steps' for the user as potential pain points.   If we reduce the things they have to do for us to help them then there is less chance for them to get something wrong.   Ok for the back burner for now but perhaps talk to some others as time goes on.   

    I'll add comments to this if we get more feedback in this area from our customers.  

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  • Jake Holman
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    While we have no plans to introduce physical files to outgoing email, we do have some plans around the designs of our comments in emails and how we can draw more attention to attachments - there's way we can almost mimic email client behaviour to bring attention to attachments (that aren't actually attached!).

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  • Pyry Åvist
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    This feature is required to run email only support with Zendesk when certain customers in remote locations have only access to email

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  • JeffLee
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    I'm having the same issue as well and would like support to reconsider this request. It would be nice to be able to forward a ticket outbound as an email with attachments to other departments not using zendesk.

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  • Mark Delecate
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    We're currently running Zendesk as e-mail only. We send 100+ e-mails with important PDF's out to our customers every day. The general customer expectation here is to receive their documents as an attachment, not as a link. The links honestly lead to a lot of confusion – not everyone is well versed with computers and many don't have up-to-date browsers, not to mention browser PDF plug-ins, causing us quite a bit of trouble. Our customers require these PDF's as attachments in their e-mail. 

    I know Zendesk is based upon a "forum" style platform, but when used as an e-mail only system, adding the attached files to the outgoing e-mails is quite essential. 

    At the very least, as an interim improvement, don't add the files with their full URL into the e-mail. At least convert these links into Hyperlinks, displaying only their filenames, as is currently being done in the web-based ticket view. This would greatly increase the intelligibility

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  • Brandon Smith
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    I agree that one of two things MUST happen:

    1.) Allow attachments in email

    2.) Redesign the area around the attachment to make it very obvious that there's a file associated with the ticket or ticket update. 

     

    The only complaint we've had from clients is the fact that they sometimes get confused with attachments that are spread over multiple comments. Maybe there's a way to show the running list of all files that pertain to that ticket in the sidebar or something so our clients can see (in date/sequential order) what files have been uploaded/sent via the ticket. 

     

    Either way, the current setup is not optimal. . . hoping for some improvement here. 

    Thanks for a great product overall though---keep up the great work. 

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  • Mike Lottridge
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    I would have to agree with other posters. Email support users expect attachments, not links. Whether Zendesk thinks that's what they should expect or not is really somewhat irrelevant, isn't it? It is a source of confusion and irritation to our customers, and so it wastes our time as well explaining where to look.

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  • Marci
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    I agree, this would be exceptionally helpful in our use case as well.

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  • Lisa Booker
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    I agree that this should be reconsidered. I just had an unnecessary exchange with a user because they were confused by the link, resulting in wasted time for both of us. The current attachment as a link is completely unexpected for users.

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  • Jake Holman
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    Hey guys. Thanks for all the input. At the moment, my original response still stands: we won't be implementing "real" attachments in the near future. 

    There's a few reasons for this:

    1. Sending emails with attachments instantly make us look like spammers. We processes over 1 million tickets each week, and if you near triple that number it's probably close to the amount of emails we send, so where we can we always want to look after our "sending reputation" so your answers reach your customers.
    2. Attachments clog up mail servers. Not so much from the senders end, but on the receivers. It will take customers far longer to receive emails with attachments - the bigger or more, the worse the problem becomes. 
    3. Our notifications generally include the entire conversation. That entire conversation could have 1 attachment or 50. Each time you email a response to a customer, they have to re-download those attachments. 

    There's a few other points about performance, but you don't need to hear those boring ones. Ultimately, attachment links have far better hidden benefits for your customers.

    We are still working on making attachment visibly clearer in both the web application and in email notifications. The fruits of that should be seen in the next month.  

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  • Brandon Smith
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    Thanks for the update Jake. I think a happy middle can be achieved by making sure the attachments are highlighted in a more evident way. We'll look forward to seeing the update in the next month. Woot.

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  • Ben Earle
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    Hi Jake -- any update yet on making PDFs and other files & attachments linked to in articles accessible to end users who have not yet created an Account or those who just don't want to login in order to see these docs? Not having this capability is a real problem for us ...

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  • Elmar.nl
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    Any movement on this topic. Not being able to send attachments drives our agents back to outlook all the time and that's something we really, really don't want. This is a major (!) problem.

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  • Mike Lottridge
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    The answer is "no". I agree, our customers don't like this either.

     

    However, I added a macro that I use whenever I add an attachment. All it does is type

     

    See attachments below

    ||

    ||

    ||

    \/

     

    About as 1970's as you can get, but at least they see it.

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  • Marci
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    As one who initially +1'd this, I haven't found it to be a big problem after all. We've had success with allowing non-logged in users to see attachments with this unchecked:

     

    Private attachments

    If you enable private attachments, users are forced to login in order to view ticket attachments.
    If not enabled, the attachments are accessible via a random token URL.

     

    Does this not solve the problem for others?

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  • Marci
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    Actually, we would have a very large problem with actual attachments, because we serve educational institutions. They often block file attachments. So this works very nicely for us.

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  • Raoul Zaal
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    This might work if we could choose private/non private (tickbox or similar) per ticket/attachment. The risk is a bit too high when the generic setting is non-private. Is this an option for Zendesk?

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  • Petr Jarkovský
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    This is a large problem also for us. Why is the problem to add some option, that allows to send "last attachment" in the communication thread as normal attachment?

    You have more customers (as I see) who need this feature. I don't understand this even after reading Jakes reasons...

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  • Cédric Arnould
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    Agreed, the last attachment would be very helpful

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  • Alex Vercammen
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    I'll second that. We deal with vendors on an email based system only (currently). A trigger sends the email once the ticket is created. Why can't we have a placeholder like {{ticket.attachment}} (latest one only)?

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  • Óscar Del Real
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    Our customers want real attachments and hate Zendesk links because is not what the expect when we send them information. Please allow real attachments.

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  • Andrea Cassioli
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    Hi I do agree that this is something that must be improved. We serve customers mostly by emails. And it happens several times a week one of the following:

    * their system prevent them from opening links in emails, so that they need us to send emails from our company account out of Zendesk

    * some of them are just confused when support conversations get longer: links are spread along the text and not evident at all

    I think that the solutions someone proposed some post ago are both to be implemented

    1. links should be more visible

    2. find a way to either optionally send the attachment in that message only, or providing a way for the user to ask for that email to be send with the last attachment

    These options are not interchangeable: they address different issues actually.

     

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  • Alex Retzlaff
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    Ultimately there are perfectly valid arguments on both sides, furthermore there are ways a address each and every one of Jake's stated reasons. However as a user of Zendesk, it doesn't seem fair/user focused to have no option within Zendesk to serve our clients in the way that we deem most relevant.

    For example, make email attachments optional for paying users, or for users that are able to provide Zendesk with their own SMTP server/send mail service.

    There are ways (and valid reason) to provide this functionality, so please consider them

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  • Andrea Cassioli
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    Hi,

    I think Alex has a point. We can argue forever on this issue, but the point is that there will be always a non negligible number of customer not fitting in system. Shall we ignore them?

    I face this issue regularly and it costs me useless interactions with emails or phone calls. In the end I must use my personal work email so that the message have its proper attachment but it will not traced in Zendesk.

    What about a link, to be included automatically when there are attachment, to ask for the email to be resent with the files instead of links?

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  • Olle Blomberg
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    Now I don't know what amendments have been done, over the years, to make attachments stand out more in the emails, but it's clear that it is not enough since our customers doesn't understand where to get the mentioned attachments.

    We also find that customers who have not understod what Zendesk is ,and that it is a tool that we use, hesitate to click on those attachment links since "it kinda looks like one of those email links that they say you shouldn't click on".

    Maybe if there was a way to work better with links and attachments so that you can attach a file and include the link to that file within the text you write yourself? This way I could write "Please click here to find your instructions" where the link can go to an "attached" file or to somewhere on the web.
    This way we would also not need to store the files on ZenDesk server every time, but could often link to a file on our own web site.
    A "footer" with "Attached files in this email, links:[link][link]..." could still be included for extra clearity and visibility of the links. This "footer" should be customizable via settings, since we all have different businesses, clients and types of attachments. 

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  • Alex Retzlaff
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    It has been a while since anyone from Zendesk commented on this topic... any thoughts?

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  • Clark Baker
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    We've been struggling with this issue for years as well, which causes additional interactions to explain where the "attachments" are and that they're not really attachments to the email but actually links at the bottom of the email message.

    I understand and agree with the argument against attaching the files as actual attachments, but how about this solution:

    For any ticket that has attachments, an extremely small HTML file named attachments.html is ACTUALLY attached to the email.  So when customers look for attachments, they see this file, open it, and it opens a very lightweight HTML file with links to the attachments on Zendesk. That would work for us and our customers.

    I know it may increase risk of going to the junk folder, so maybe just make it an option per zendesk.

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  • Casey Schorr
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    We're struggling with using our Zendesk with our manufacturing suppliers, who are not super tech-savvy and routinely (EVERY DAY) we get replies saying "There was no attachment" which causes at least three additional back-and-forth emails to explain how the Zendesk attachment system works. Sometimes we even have to go outside of our Zendesk and email an attachment from our personal/corporate google apps email if all else fails.

    All that said, I agree sending real attachments has a ton of issues.

    How about the better attachment layout that Jake Holman promised? Any update from Zendesk about this?

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  • Donald Fontanilla
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    Same issue here wherein we have customers globally that are not tech savvy. Some are used to downloading attachments normally (not links). I think Alex has a point in where there should be "options" in Zendesk to allow which users / accounts have the ability to get the actual attachment versus just getting links.

    This will prevent useless email exchanges of non tech savvy customer and new customers who are not familiar with the use of Zendesk.

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