Attachment previewer

Inspiration

Inspired by media center on a WhatsApp group

What it does

In a ticket, attachments or screenshots play a major role to communicate the context effectively. There are multiple styles of attachments and embedded files on a ticket thread.

At present, an agent doesn’t have provisions to preview or take any action on an attachment without downloading. We as a team explored this space to give a better experience for an agent to proceed with his job seamlessly without any hassle.

The Attachment Previewer App provides…

1. Preview for multiple types of attachments (images, pdf, Xls, doc, txt, audio, video and so on…)
2. Also acts as a repository for all attachments including the embedded files
3. Helps the agent to take quick actions on top of an attachment (share via mail, Freshconnect, Freshchat… and download)
4. When an attachment is previewed, this app helps the agent by bringing in relevant message context in Freshdesk mail trail
5. Easy to navigate and find an attachment
6. No auto-downloads to preview an attachment

All of these will be helpful to save a lot of spilled out efforts, improves productivity and increases the turn around time of a ticket.

What I learned

We have learned to build the Market place application from scratch

What's next for Attachment previewer

1. Enhancing the user experience
2. Making this compatible with all Freshworks products

Built With

• html
• jquery