Side Conversations and MS Teams - Screenshots only visible in tool created; not seen everywhere | Community
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Side Conversations and MS Teams - Screenshots only visible in tool created; not seen everywhere

  • June 26, 2023
  • 1 reply
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G

We are looking to find out if the following issue is on the roadmap for Side Conversations using Teams:  

  1. Currently, in Teams we frequently have users document their issues (or workflows) via screenshots embedded (cut and paste) into the Team thread.
  2. When we turned on the Side Conversations for MS Teams, we noticed that the screenshots are not showing up in Zendesk Side Conversations. We are just seeing a blank line. The same thing occurs when a screenshot is included in a Side Conversation - it does not show up in Teams.
  3. This is causing considerable difficulty in piecing together an issue since information is stored in multiple places.

Can someone let us know if there is a way around this issue? Or if this functionality is on the roadmap?  Thanks!

    1 reply

    Toby12
    • Toby12
    • July 21, 2023

    Hi Gale. Due to limitations of the Teams API, we can't support attachments coming in from normal Teams messages. To help address this, we have an attachment icon for side conversations in Teams that folks can invoke to send an attachment back to Zendesk. Please check out item #5 in the Using Microsoft Teams in Side Conversations section that explains how to do attachments.

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