Hi everyone, I’m trying to understand how Zendesk teams handle attachments when side conversations are involved.
For example: A customer sends a file in the main ticket, but the agent needs to share it with a supplier or internal team in a side conversation.
Or the opposite happens: someone replies in a side conversation with a file, and the agent needs that file to be available back on the main ticket.
I’m curious how teams usually handle this today.
Do agents download the file and upload it again manually?
Do you have any workaround for this?
Or is this not really a problem in your workflow?
I made a small prototype to test one possible solution, but before going further I’d like to understand whether this is actually a common pain point. Would love to hear how other Zendesk teams deal with this.