Florian Bartl

Our end-users are big, highly security-aware companies in Europe who exchange confidential data with our support team. Data confidentiality, data protection and strict IT-security rules play a huge role in support interactions.

Not-secure attachments are absolutely inacceptable to these end-users. This especially refers to incoming attachments (=attachments that our end-users transfer to us, e.g. upload in the Zendesk Help Center). Therefore it is a MUST for us, to use the secure attachments feature.

The problem is: At the same time, we frequently need to use “inline images” (e.g. screenshots that are placed within the text flow) in public comments. At the moment “inline images” do not work when the secure attachments feature is enabled. 

This feature request would ease the problem: Per default “secure attachments” must be active, especially for incoming attachments. But for selected public messages, we could deactivate “secure attachments” in order to use (non confidential) inline images in the text flow.

A different solution would be: Allow “inline images”, even with the “secure attachments”-feature activated. However, that would be a different feature request.