Send attachments as attachments not links

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125 Commentaires

  • Marco van der Wal
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    I'm having the same issue.
    We are supporting vessels via satellite communication and they don't have direct internet access. For us it is mandatory to send mails including the attachment.

    Is there already a solution for it?
    Maybe a third party app?

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  • Josh Dugan
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    Apparently you can send attachments to users but you may have a setting checked in your tickets preventing folks from opening them without logging in. I found in another thread that if you go to settings > tickets > attachments, you can uncheck the box requiring a log in. 

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  • Marco van der Wal
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    Hi Josh,

    yes I know that this is possible but it does not solve the problem for customers which are technically not able to download any file.

     

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  • Andrea Cassioli
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    Asking a customer to login to get an attachment is just a no sense.

    We want people to follow simple procedures. Additional steps just make thing longer and error prone. 

    I understand that attachments are sometimes filters as well, and you reduce the network load sending just links. But what about the possibility to override that behavior on a customer basis? 

    Once I know that customer need to receive a *true* attachment, I set it manually and from then on I will be OK.

    It seems that Zendesk is not taking care that much of such long running issue. It is a pity. I guess they are more interested on chat and the like. 

     

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  • Andrea Cassioli
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    Two more customers complaining they cannot open links due to security limitation on their side. 

    I had to send the attachments from my personal email, very annoying for me and for the customer. And time consuming. Not considering the messages will not be in zendesk. 

    I cannot believe there is no way to have a decent workaround.

     

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  • Karl Hiramoto
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    I would also like to point out this is also a security issue.     How to reproduce

     

    1. someone emails you an attachment that is malware
    2. The "attachment" link is now hosted on zendesk. 
    3. Zendesk is hosting malware
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  • Antonio del Río
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    Hi. Does anyone know for how long is the "attachment link" valid? I mean, if someone opens an email from a year ago with a link to a file on Zendesk, could it be downloaded? Thanks.

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  • Karl Hiramoto
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    I have tickets from two years ago, from when I started using zendesk and the links are still valid. 

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  • Jfguina
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    Hello! Any update on this? A lot of our clients don't see the attachment on the email because it's placed at the bottom part of the ticket and appears as a link so it doesn't even look like it's the attachment at all. Instead of a link, can you make them appear as icons of the type of file along with the file name? That would really be helpful!
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  • Martin Bennett
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    This is quite a challenge, one that even ZenDesk doesn't seem they want to attempt. It's now been over 5 years since this was brought up and it seems universal that the way attachments are "linked" or displayed to customers, is not working.

     

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  • Alex Retzlaff
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    Hi Martin,

    Zendesk can appear that way, but I can categorically say from personal experience that they will often not do something until they have the time and space to do a brilliant job. SLA, the new Help Center, rich text, they are all good examples of brilliant features and enhancements that were done REALLY well once they got around to it.

    So my question to Zendesk is, are there any plans within the foreseeable future to tackle attachments so that they become another brilliant feature in true Zendesk style?

    Cheers 

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  • Matt Savage
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    I think this issue is more pressing for customers who respond via email than vs. a Zendesk portal.  Either way, I see 2 main issues that should be addressed:

    1. Limited visibility: Basic attachment links don't stand out from any other text; there's not enough clear indication that a link IS an attachment and they're buried at the bottom of a reply under the signature.  An icon in the portal, the ability to move the default attachment link location, and/or the ability to apply custom CSS to attachment links would all be steps to improving this situation.
    2. No attachment indicator: This has been reiterated already, but for customers in email clients, seeing 'attachment' but not actually having an attachment is very confusing.  The previous solutions of a small file containing the linked attachment or the ability to send actual files through a separate add-on were serviceable workarounds.
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  • Uplands Admin
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    Yeah, add me to the list of those who came and saw this feature is not available and found other ways to spend their money...

     

    I had a bad need for your system to be able to email out automatically but be able to attach a file that was submitted to the ticket.... so that our outside vendor could work, then just reply and respond to that ticket of ours with the pertinent info. but this is just not possible using zendesk.

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  • Heather R
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    We would still survive if the attachments were not delivered as attachments, but YES to making it more clear to the customers (ours use email) that they should look for the LINK. and make it stand out!  

    please give us the ability to service our customers better even in this small way.

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  • Andrea Cassioli
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    I have been following this thread for quite long time now. Nothing has happened and after a bit of feed back way back in the past, it seems Zendesk team just tries to let the topic dies its own. 

    My opinion is that there  are two separate issues:

     

    1. links are not evident in the messages, and I think Zendesk should be able to provie a more visible layout. Of course I can wor on CSS or the like, but the default layout should be a good guess anyway.

    2. Some users simply can not download from links! It is not unusual some companies filter emails removing links or obscuring links. That has nothing to do with showing links more clearly.

     

    To me point 2 is the most urgent, has there are no evident work around. But I have not seen any sign of interest from the Zendesk team....sad but true.

     

     

     

     

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  • David Macdonald
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    Properly higlighting the attachment hyperlink would be a great thing ... most of our customer don't see the link ... it appears below the agents signature. ... 

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  • Christian Weststrate
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    I agree with  vision. We have been using Zendesk for a while now but this has been a returning issue.

    Both annoying, and in my eyes not very professional for our customers, as well as annoying for agents who have to deal with it.

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  • Jennifer Woodson
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    We would also like this feature. We often receive complaints from our users that they did not receive an attachment. They are not used to scrolling to the bottom of the message to look for a link.

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  • Leslie McWhirter
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    We're in the same boat as many users (Casey, Jfuina, Heather, David) as far as 'attachment' visibility. We haven't been using ZD for long, and so we haven't heard much either way about attachments being links not attachments, but we have heard over and over again from our users that they can't find the attachments. Why anyone ever thought it was a good idea to place them at the bottom of everything is beyond me, but it's clearly not working. If you won't change the default location, at least let us change it ourselves!! 

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  • Matt Savage
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    I'd suggest to anyone who doesn't mind the links, but objects to the placement of them at the bottom: I've used an integration called SendSafely to generate secure links, which replaces the traditional link functionality/location with normal link Markdown.  This allows you to place the link anywhere you want, as well as add other Markdown (bold, etc.) to further draw attention to it.  This has been relatively successful at resolving the issues many of you have expressed.

    The one remaining problem is that many organizations (understandably) have security policies that prevent or discourage them from clicking links to externally-hosted files.  Even orgs who we are intimately familiar with sometimes ask us to send actual attachments, which we are entirely unable to do via Zendesk.  While you could debate the semantics of security flaws between links & attachments, everyone has to work within the confines of their customers' security policies.

    Zendesk's concerns about having their mail servers marked as spam are very real.  I wonder if you've given any thought to allowing customers to self-host their own mail servers (either of all ZD comms or exclusively for attachments) or any other solutions that would allow attachments without affecting Zendesk's message deliverability.

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  • Jennifer Woodson
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    Would this help with a situation like the DDOS attacks today? We have users who can access emails we've sent, but cannot download the attachments via the links ZD provides.

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  • Katie Yoder
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    During the latest service outage, our customers were unable to access files previously sent to them through the ZD ticketing system.  This is NOT good as we often send attachments as part of our responses.  It is my understanding that true attachments are stored on the receiving email server until download.  Therefore, as long as the customer had access to their email server they would also have access to all files we provided.

    While I understand that ZenDesk strives to maintain service and the latest outage affected numerous other sites, I do see this as another reason to look into true email attachment options.

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  • Gwenda Ellwood
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    Half of our clients are based on vessels out at sea. When they click on attachment link in ZD Support email, then they engage satellite download which is more costly than email transfer. We find this lack of true attachments a huge gap in ZD Support functionality and for this reason would not recommend Zendesk to other players in our space.

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  • Scott Johnston
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    I'd like to add our name to this list that would like to see attachments more visible.  We have our fair share of clients that cannot find the attachment. 

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  • Willem Auret
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    We have the same issue as Gwenda and Marco. It has gone so far now that we have customers that demand we stop using Zendesk. Ships out at sea have very costly connections. For this reason they block direct internet access and only allow their mail client. For this reason none of our customers can get any attachments that were sent in Zendesk. So unfortunately instead of rolling out Zendesk further, we will have to accept defeat and move to another platform by customer demand.

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  • Brad Bilotta
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    I have also created a post on this, but focusing on options:

    Please see the below link:

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  • Randy C
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    same here, would love a solution to make attachment more obvious, either

    1. setting to allow sending attachment as email attachment instead of link

    2. move the attachment download link to above signature...

    this should be relatively simple to do !!  please Zendesk !!!!

    very frustrating to deal with a lot of end user not able to find the download link.

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  • Jaime Sage
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    Why is this still an issue 7 YEARS LATER? Our clients do not understand how to download the attached PDF from our support tickets. If you do not want to pay for the hosting cost of transferring these files, that is fine. Instead, give us options to highlight, format, and arrange the position of the file link in support ticket emails. Give us a nice highlighted or colored stripe containing the link text. The average age of our clients is 45, all with graduate degrees, yet we still get scores of questions each week from clients who can't find the "attached" files. How can Zendesk be simultaneously so great and so dumb?

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  • Willem Auret
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    Please do something.

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  • Greg Johnson
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    Hi Zendesk,

      Can you update your paying customers on this issue, please?  You know what we need.

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