Ability to upload and store documents or files to an organization

4 Commentaires

  • Matt Bagnara
    Zendesk Product Manager

    Hi Stephanie,

    My name's Matt, I'm one of the Product Managers here at Zendesk. Thanks for your suggestion. I had a couple of follow up questions about your feature request:

    • You mentioned signed agreements, are there any other common documents that you would like to attach to an organization?
    • What file types would need to be supported?
    • When would an agent need to retrieve or view a file attached to an org?

    Thanks!

    Matt

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  • Stephanie

    Hello Matt,

    For our company, the most common documents we deal with are Business Associate Agreements, SMS & TCPA Agreements, and Letters of Authorization for Third Party Services.  Any sort of legal documentation is what we want to be able to easily and safely store within ZD.

    As for the file types, the main one would be a pdf.

    We would need to access these documents if an agent needed to review the information like to see who signed it and when.  Our company has multiple agents handling an account, so having one spot to easily access those documents would help our team.  Also if the customer requests a copy of the original document, in case they lost theirs or something, we would have an easy way to find it.  It's also a backup action in case the ticket got deleted, or we can't locate the ticket.  We know we can still find the documentation.

    I hope this helps clarify the feature request.   I appreciate you taking the time to look into this!  If you have further questions please let me know! 

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  • MrJohn-PaulPage

    Hi Matt

    This is something which I would also be keen on having available, can you confirm if this is in scope to be added and when?

    I really want to be able to add customers order details so that support is offered on the service they have paid for and we are spending valuable time locating the order details before responding.  Having in one location would definitely help, hence the ask

    Can you confirm for me please?

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  • David

    Hi,

    I do believe this is needed at least for Macro usage.

    Some repetitive work may require small-sized PDF:s, sheets, or similar. For example, return labels to be added in Macro as an attachment action.

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