Zendesk Search should look into attachments

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44 コメント

  • Tatiana Clifton

    Hey all!
    There is an option to search for tickets that contain an attachment, insert “ has_attachment:true” in the search.
    Hope this works for PDFs 🙏🏼

    Best,
    Tatiana

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  • Terry Ehrhard

    I want to refresh my comments made back in 2019, almost 4 years ago.  This in my opinion is a big functionality miss since it is a feature inherent to Microsoft products and thus when moving a team from Outlook to Zendesk they take a functionality hit backwards.  Since a lot of information is contained within attachments in our business, think order numbers, part numbers, serial numbers, etc, the Agent is now incapable of searching past requests as they had in the past.  The teams who have a significant need to search attachments still have emails flowing to Outlook so they can search effectively.  Therefore by not fixing this functionality you have caused reliance on backward compatible Outlook and prevented our users from 100% embracing Zendesk.  You want to be able to break the tie to Microsoft outlook completely and omitting this functionality prevents that from occurring.

     

    Your CX and Leadership teams should seriously reconsider this functionality to compete with and differentiate from Microsoft Outlook.

    1
  • Scott Allison
    Zendesk Product Manager

    Thank you everyone for your continued feedback, it's truly appreciated. Attachment based search  remains something we'd like to deliver in the future, but I wanted to follow up and let you know that it's not on the 2023 roadmap. Because of that, I've set the status of this to "Not Planned". I will confirm and update at the end of this year if we plan to work on this in 2024. 

    However, we do have other improvements planned for Search this year:

    • The ability for a user to customize the columns displayed on the search results page. 
    • The ability for a user to click on the search page and repeat any of their recent searches.

    Thank you again and please keep the feedback coming. 

    1
  • Than Dev

    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!

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  • Scott Allison
    Zendesk Product Manager

    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.

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  • Tom Weinstock

    Hi @Scott Allison,

    Great news!  PDFs for sure.

    Thanks,

    Tom

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  • Sydney Neubauer
    Zendesk Luminary

    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.

    1
  • Terry Ehrhard

    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

    2
  • Markus Schulz

    Hi Scott,

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

    BR,

    Markus

    2
  • Katarina Swank

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

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  • Jason Cerrato

    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.

    1
  • Gabriel Rubia

    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/

    1
  • WhatsApp Connector

    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.

     

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  • WhatsApp Connector

    Hello, is there any chance that the attachment search capabilities (PDF, Excel, Word, txt, etc.) are included in the 2024 roadmap?

    Are you aware of any alternative in the marketplace? Leafworks, your app is interesting but would be nice if it would also support other file formats.

    Thanks!

    1

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