• Matt Digilio

  • 14 de fevereiro de 2019 23:25

  Could it be because last week we enabled private attachments? For a while, with it enabled, we were able to still paste images inline. It would just require someone to be signed in to see the images in email notifications. Reading through the Help pages, I did read that enabling private would remove inserting inline images. Is this true?

• Brett Bowser

  • 15 de fevereiro de 2019 14:06

  Zendesk Community Team

  Hey Matt,

  You are correct and if Require authentication to download is enabled on your account then agents will be unable to copy and paste images into the ticket. To have this option again you would need to disable Require authentication to download in your settings.

  More information can be found in our Enabling private attachments article.

  Let us know if you have any other questions!

• John Heuring

  • 18 de junho de 2019 13:23

  While I completely agree with the intent behind this particular setting, I'm a bit taken back as to why it was built in such a way that would restrict agents from copying and pasting an image into a ticket. One would assume that since the Agent is already authenticated into ZenDesk, they would inherit the appropriate security permissions to perform this function.

• Dan Cooper

  • 19 de junho de 2019 04:40

  Community Moderator

  I agree with John as I've been caught off guard with this more than once with various Zendesk instances I've set up.  It's a strange behavior to lose.  I assume this is a byproduct of inline images still being attachments so they have to be attached instead of being part of the message, but I feel like there should be distinction here where an inline comment is not part of this consideration or at least it's own checkbox for settings when enabling authentication. 

  I'd love to see an improvement in this space as I forget about it every time I look into authenticating attachments.  While I KNOW this is how it works, it catches me every time.  I'd love to see this be more clearly called out when checking the box. 

• Brett Bowser

  • 19 de junho de 2019 13:34

  Zendesk Community Team

  Thanks for sharing this information John and Dan!

  I've been caught off guard with this change in functionality myself and do agree that the documentation or in product message could be a bit more clear on what this will affect. 

  I'll share your concerns and pain points with the appropriate team.

• Andy Zarzycki

  • 19 de agosto de 2019 13:34

  So why not paste to attach when require authentication is on? That's automatically what happens to email attachments. 

   

  I think the convenience of being able to paste from the clipboard is at least as useful as the ability to have images display inline. Even if the latter isn't possible due to global privacy settings, there's no reason why pasted images can't be turned into attachments, which are already protected by authentication.

• Pete

  • 12 de setembro de 2019 15:00
  • Editado

  Yes, agents should be allowed to paste images even when the security setting is on. it is strange that we can only choose between security or productivity....when the agent is already logged in?

• Mike Charney

  • 26 de fevereiro de 2020 15:57

  Has there been any resolution on this?  We also need to be able to require authentication for attachment downloads, but heavily rely on pasting instructional screenshots into the ticket.  Also, I noticed I can reply via email with a pasted image and it works fine!

• Nicole S.

  • 3 de março de 2020 16:20

  Zendesk Community Team

  Hi Mike, 

  There has not been any resolution on this issue at this time. We'll reach out to the product manager again to see if they can share any thoughts. 

• Nicole S.

  • 26 de março de 2020 16:00

  Zendesk Community Team

  Hi Mike - 

  Unfortunately, the product manager doesn't have anything additional he can share at this time, but this issue is on his radar. 

• Abed Islam

  • 22 de abril de 2020 00:27

  Until there's any resolution in sight, at least provide a time-saving workaround other than having to manually save and upload images. We really rely on imagery to guide our users along, I'm at a loss for why HIPAA-compliance takes such a toll on usability. This is really stressful and frustrating.

• Devan - Community Manager

  • 22 de abril de 2020 16:48

  Zendesk Community Team

  Hello Abed Islam,

  I understand this can be a bit frustrating, especially when it is directly impacting your productivity, as you described. While we don't have a workaround or update to share at this time, I'll be sure to pass this along to our product feedback team, but I would recommend sharing your use case in our Support Product Feeback forums.

  Best regards. 

• Abed Islam

  • 22 de abril de 2020 17:55

  Devan - Community Manager done: https://support.zendesk.com/hc/en-us/community/posts/360043978993-Ability-to-paste-images-when-Require-authentication-to-download-is-turned-on

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