How to View Shared Documents in Your Support Tickets

We've updated how documents are shared in support tickets to better protect your information and ensure data privacy. This article explains how to access documents that are shared with you through our support system.

What's Changed?

Previously, documents were directly attached to tickets and immediately available for download. Now, documents appear as links that require you to sign into your Zendesk profile to view them. This additional security step helps us protect sensitive information and ensure documents are only accessed by the intended recipients.

How to View Shared Documents

Access the Ticket

When an agent shares a document with you, you'll see a link in your ticket response instead of a direct download.

Sign into Your Zendesk Profile

Click the document link provided in the ticket. You'll be directed to sign into your Zendesk Profile if you aren't already logged in.

• If you already have a Zendesk Profile, enter your credentials
• If you don't have a profile yet, you'll be prompted to create one using your email address

View or Download the Document

After signing in, you'll be able to view and download the document securely.