Zendesk Search should look into attachments

Hello, 

Based on the needs when transitioning from Outlook to Zendesk, it would be great to search across Excel, Word, and PDFs.

Please let us know if there is any update on the roadmap for 2024 or there is any app in the marketplace or workaround that could fill that gap.

Thanks.

Hi Jason Cerrato, this app can make the information from JPG, JPEG, PDF, etc., searchable in Zendesk.

https://www.zendesk.com/marketplace/apps/support/853204/ocr-pdf-converter-by-knots/

Since we do a lot of technical troubleshooting, we would absolutely love to see this feature implemented. There are often error messages shared with us via screenshots that aren't replicated in the user's message content, so it's difficult to find those tickets via search.

Scott Allison for us it would be most helpful to search in images like JPG, JPEG, PNG.

Like others have mentioned, anything textual based in PDF, DOC(X), XLS(X), PPT(X), TXT, CSV, MSG and EML.

Hi Scott,

The most important types are: PDF, DOC(X), XLS(X), PPT(X), TXT, and CSV.

BR,

Markus

Inside the attachments anything textual based like PDFs, Excel, Word, TXT, PowerPoint.   Our business users frequently search for Purchase Order Numbers, Serial Numbers, MAC addresses, etc that are inside the attachments, not within the email body or subject

I don't like to restrict what you can search for so any file types would be preferable. But PDFs, JPGS, mp3, doc; if we had to choose

And if you could also search for content INSIDE the attachment (Pdfs). Sometimes you aren't sure what the attachment is named so being able to search for terms would also show those.

Hi @Scott Allison,

Great news!  PDFs for sure.

Thanks,

Tom

Hey everyone!

I'm the Product Manager here at Zendesk for Search and we're beginning some investigatory work for this project. I have one big question for you all, which some of you already answered in your comments, but for those of you that didn't...

What attachment types do you need to be able to search on? 

In terms of delivery, we are still looking at some time next year for this project.

Hi all,

I have added a feature to version 1.1.0 of my app Better Attachment that allows you search for attachments by file name, file type, and ticket status. You can watch some demo videos here.

Let me know if you have any questions or feedback!