Frank Smith

Hey Carly, there's an app in the Zendesk app marketplace that solves previewing PDFs without the need to download it on your agents systems: https://www.zendesk.com/marketplace/apps/support/952678/pdf-attachment-viewer/ 

full disclosure: I work for the company that built the app. If you have any questions don't hesitate to reach out to frank@canary-apps.com

you may also want to give the PDF Attachment Viewer app a try. It allows support agents to preview PDF files right within the tickets without the need to store documents/forms on your agents' computer + works in any modern browser (no browser extensions needed)

the company I work with built PDF attachment viewer and HEIC Preview to work around the PII concern: agents can preview the files right within their browser without keeping it on their computers. we're now thinking of publishing a more general media viewer which will allow you to preview MP4 and other media files as well. If that sounds interesting to you and you're willing to use an app (no data goes through third parties, it's all in your Zendesk) feel free to send me a message (email is in my profile)

unfortunately not an answer to when Zendesk will support this out of the box but the company I'm working for has a lot of expertise in running PDF export infrastructure and we're currently rolling out a pilot project that allows agents or end-users to download print-ready PDFs of your knowledge base. DM/email me if you'd like to give it a try frank@canary-apps.com

if anyone wants to give our app a try without having to put down a credit card feel free to use the coupon code TRYHEIC when installing - it will allow you to proceed with the installation and will work for the duration of the trial. If you have any questions or want a demo don't hesitate to ping me at frank @ canary-apps.com

fyi we just published the HEIC Attachments Preview app in the Zendesk app marketplace. It allows you to preview images coming from iPhones & iPads in the Zendesk ticket view without having to convert them/download them and view them in a different tool. We built it in a way that keeps all data within your Zendesk instance without any external services (everything is done locally to preview the images)

+1. Most of our customers upload photos from their iPhones and not being able to preview HEIC images in the ticket added unnecessary friction to our support processes. We decided to solve this ourselves and are currently building an app to allow us to preview HEIC images in Zendesk. If this sounds interesting to you as well feel free to reach out: frank at canary-apps dot com