Ability to paste images when "Require authentication to download" is turned on
The "Require authentication to download" is required for HIPAA-compliant setups. At present, it robs agents the ease of copy/pasting images into their editor. Yet, whether the agent or the end user provides an image, we can see it without having to download. There has got to be a way to enable secure inline images so agents can copy/paste images again. This is not a novelty or just a convenience, agents will now instead have to save, consider the naming of the file, store files locally, not be able to place the image inline contextually with helper text, we're talking this really increases the time to reply/deal with customers as well as adversely affect our ability to communicate with them.
Please give this some attention. Security should not come at such a cost of UX. We should be able to make that call if an image has PHI or not, should require attachment treatment or what.
Zendesk team, +1 on all of Abed's comments. This limitation is a bit crippling if you're trying to explain a step by step issue / resolution. Need some sort of resolution to this ASAP.
Thank you, Jimmy, for the upvote.
I originally posted this in April 2020, it is now December 2020, 8 months later, so I've enough experience to provide an update.
Due to this issue combined with the confoundingly incredible failure to simply log someone in, we actually have little choice but to have our agents use email instead of Zendesk.
The scenario is like this:
- We send screenshots as attachments in tickets with clear instructions how to access them
- User can't log into our support portal (Zendesk Guide) because they use Safari
- Images have no PHI so they wonder why we can't just send it to them directly
- We can. Agents have to locate the email equivalent of the last message in the ticket, acquire access to the support channel, and send an email as that support channel...
I hope someone at Zendesk sees this and escalates the issue. We are literally having to resort to not use a Help Desk system for ourselves as agents as well as for our end users.
If that doesn't raise a red flag...
I can't imagine the level of effort being crazy either given that copy/paste is something already supported, it's just plain blocked, so it's not like they need to build a new feature.
Sure thing Abed. In the interim, if anyone knows any third party apps that work well, that would be great. I'm giving CloudApp a try now.
This is an extremely annoying issue when trying to walk users through something.
I cannot believe it is easier to create a ticket via an e-mail than using the native interface.
Please fix this.... I can paste images in any tools I use.
It works here:
Why can't it work in tickets?
+1 we'd like to see this feature become available. We enabled the rich text editor to take advantage of this, and it looks like we are being penalized for using increased security measures.
This is a HUGE pain point for us as well! We'd really love to be able to differentiate and share images through email while maintaining security.
Any update on this, Zendesk?
We often need to send PHI but agents are trained to do this via secure email. We MOST often need to just send screenshots which aren't sensitive and this issue makes things unbearable.
Ideally we'd have a way to do both. Choose to "attach" or to "email" the image so that we can determine the sensitivity of the content.