Accepted

Attach images and documents to AI auto assist respons

Related products:AI

Forum|Forum|1 year ago
March 5, 2025
11 replies
103 views

Hi Zendesk Team,

Our agents frequently need to attach files or paste images when responding to customer inquiries. While they appreciate the efficiency of AI Auto Assist, they currently have to disable it and manually compose their response whenever an attachment is required—this happens in approximately 25% of our customer replies.

To fully leverage Zendesk AI and streamline our support workflow, it’s essential that AI-assisted replies support file uploads and image pasting. This enhancement would significantly improve our team's efficiency and ensure a seamless experience for both agents and customers.

We would love to know if this feature is on your roadmap.

Thank you for your time and consideration!

Shawna James

Community Manager

Hey Caitlin,

Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. Please note per our guidelines that we do not share specific timelines in the Community; anything that is shared by our product team should be considered an estimate and is subject to change without notice. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!

MattRussell

Contributor

+1 we would love this feature as well. I see “rich text” has recently been rolled out for Auto Assist replies which is great. One further step would be to allow media.

Currently, if we want to include media we have to copy/paste what Auto Assist suggests, pause Auto Assist, paste it in the normal compose window, and augment it with some media we want to share. This is many extra clicks and disables Auto Assist enrichment for that ticket.

Max12

Contributor

Hi @shawna11 ,

+1 we really need this feature, because even when editing an auto-assist reply, we can't attach any file (button disappears), so this is a huge problem for us

MaxB

Viachaslau11

Contributor

Adding my voice to this feature request

Amisha11

Employee

Hey everyone, thanks for creating this post and engaging here. I'm one of the product managers on the Agent Workspace team and a lot of what you have mentioned in this post is currently in development and we should be announcing them this year.

I'm currently working on understanding how your experience is like when working with auto assist, particularly your experience with the UI layout we provide for auto assist today. I'm looking to chat with customers and would appreciate if you can let me know on this post if you're open to a chat. Please do not share your personal details here. If you confirm that you're open to a conversation, I'll proceed by sending you an email to coordinate a time. Thank you!