Preethi Paramasivam

Shawna James any update from PM on this feature request?

Thank you Shawna James Looking forward to the response from Zendesk PM team!

Fyi: My colleagues and friends aren't able to view this post. They have been denied access. Please refer to the screenshot. Could you help me understand why is it happening & how everyone can view so they can upvote? Thanks in advance!

This feature request is about log collection in Zendesk.

The current way of collecting logs is not scalable in a Zendesk ticket. While support engineers request for logs from customers e.g. code files, screenshots, videos, console/browser logs, the files are sent as an attachment. When the ticket history is long, the process is difficult for the engineers to view the logs at one single place. Sometime, the attachment is blocked and not viewable by the support engineer and the engineers have to request for the logs again. The process becomes more complex when the ticket gets passes among different support engineers.

My proposal is to have a single shared space for the logs exchanged between customer and support engineer per ticket. This makes log references easier for all the engineers who work on the ticket.

The log space can be located within the Customer Context App (as shared in the attachment). Looking forward to a solution soon, thanks!

- Preethi Paramasivam.