Paul

This is great, one step closer to custom areas in the ticket fields section. Would be great to group these fields into sections, for example, everything to do with a customer under customer info, anything to do with their device/widget under another group (serial number, model number etc….) that way it is easier for our reps to differentiate visually the information on a ticket

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

To give clarity for our customers on what they can attach as well as what can help us when triaging their issues. At the current state there is no way to describe what to attach or how much they can attach. We want to be clear and transparent with the customer on our needs so we can better support them.

What problem do you see this solving? (1-2 sentences)

Confusion and delay from the customer’s end on what to send and how to send it.

When was the last time you were affected by this lack of functionality, or specific tool? What happened?

Many times, with other websites when attaching documents without clarity issues take longer to resolve and customers are then not likely to use the service, this prevents us from bettering our product and services.

How often does this problem occur and how does this impact your business? (3-4 sentences)

It is a challenge to quantify this as customers who may not know will just skip it. There are many weekly occasions where we’ve had to go back and forth with clients just to get an attachment that could have solved the issue in minutes instead of days.

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Unfortunately, no, the only way now is to hire a developer to fix this in the code, seems like an unnecessary expense when there are other fields where a brief description can be made (example: Subject)

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

In the fields section of the objects, add Attachments, then when you click on it, have a line just like in the Subject field for Description.