Question

Attachments show up as "Screen Recordings"

  • 4 October 2022
  • 7 replies
  • 48 views

We are constantly sending out UPS labels to our families and staff as an attachment to a comment so as to facilitate the return of equipment.  I have many people tell me they cannot find the attachment.  Eventually, they do find it and many have told me its labeled as “Screen Recording”.  The UPS label is attached as a PDF file.  Is there a way to make the attachment more obvious to the recipient?


7 replies

Userlevel 4
Badge +1

@tdaye Thank you for being patient for a reply! 

Are you sending these out on a comment on a ticket or is this being sent out as an email?

These are being sent out as an attachment to a comment on a ticket.

Userlevel 4
Badge +1

@tdaye Would you mind providing a screenshot of this occurrence?

@Kathryn Carter I wish I could.  But, apparently, it is embedded in the email the customer receives.  I have had several customers tell me the same thing.  They are looking for an attachment, but it, a PDF file, is listed as Screen Recording.

I got a screen shot!

 

Userlevel 5
Badge +6

@tdaye 
Currently, that is how it is intended to function. All screenshots or recordings will display under that section. 

 

I do agree that it can be hidden from the requestor. I would suggest adding this as an idea in our idea exchange to include the attachment within the comment at the top of the emails. 

https://community.incidentiq.com/ideas

 

Userlevel 5
Badge +6

Thank you for adding this to the idea exchange

 

 

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