Matt

When I submit a ticket to some company, and I include inline images (often screenshots, by using the clipboard and Ctrl+V to insert a screenshot), I often end up finding later that the translation into a Zendesk ticket dropped the inline image and turned it into an "attachment" buried as an ugly, hidden text link at the bottom of the page. The ticket doesn't even indicate that an image was pasted in the place I put it. If I can do so, here's an example:

 

 

Zendesk is so behind the times, in attachments and now with inline images. I don't even care about "rich content" in email. Just include the images where they were placed by the customers. Otherwise, your system is stripping information that the customer provided, making tickets more confusing to look at.

First, the 20 MB (is it 20? or is it 10?) limitation per attachment in file storage. So when a customer randomly sends us a video of an error they're having, their attachment bounces and we have to say "yeah, our system is kinda 1990, and we're paying for this monstrosity, so can you upload it somewhere else and link it into this THING WE'RE PAYING FOR?"

Then, it was the glitch in the Android app that sets an "internal note" back to a "public reply" when you go back and edit the text before submitting... so if you re-read it, decide to make a change, then send it... you accidentally end up sending a public reply when it should've been an internal note... (better stay on guard, aye?)

Now, I'm going through and trying to apply a little polish to our mostly-neglected "knowledge base" page, and I find that I can't put an article into more than one category? "Beep codes", it fits into FAQs, troubleshooting, and hot topics... why can't it be linked into all 3? I found stray copies of that document in more than one category... but where is a customer going to click-into when they land on our support page?

This has been an obviously-needed thing since even before 2012... I think few people care about forum topics, but what about the article categories? Come on.