Sending Large Files in Hightail

Hightail is a website you can use to send large files to customers. You should only need to use Hightail in rare circumstances after you have tried every other option for sending a large file. Hightail is most helpful when:

- one of the company's download links is broken
- files are too large for normal emails

Hightail 

To use Hightail, sign in using the company credentials saved in either LastPass or Google. Next, click the button at the top right corner of the screen that says Create New. This will open a drop-down menu with two options: Send and Space. To send large files, click on Send. 

This will bring you to a window where you can specify to who you are sending files. There are also areas where you can add a subject, a message, and file attachments. Before you send files to a customer, send them to [e-mail]. These emails tend to get lost in spam, so by sending them to us you can manage the email inside the Agent Workspace on Zendesk and make sure this doesn't happen. 

The subject can be the name of the training material or the name of the customer. This will help you more easily find the ticket when it appears in Zendesk. Leave the message blank. Later on, you will be able to write a reply in Zendesk when you forward the email to the customer.

To attach the file, click on the My Computer icon to locate the file in the drives, or open File Explorer and drag and drop the file into the box that says Drag files anywhere. It may take a moment to upload the attached file. Once the file has loaded, click the red Next button at the bottom of your screen.

Note: If you need help finding the right file, you can ask your team lead, manager, or a member of the QA department. 

After clicking Next, you need to alter the expiration of the download. Altering the expiration ensures that the customer doesn't forward the email to others without permission. Generally, you should set the expiration to about 48 hours, or two days, from when you send it. However, you can add more time if you need to account for a weekend.

After you have finished setting the expiration, click the red SEND button at the bottom of the screen. This will create a new ticket in Zendesk so that you can forward the files to the customer.

You may get a notice about creating permissions for the file you are sending, such as adding an access code or recipient verification. Feel free to ignore this message and click continue to send the file. Additionally, Zendesk sometimes filters these emails into the spam folder. To quickly find the email you can use the search function at the top of the agent workspace to search the subject of the email. 

Forwarding Tickets in Zendesk

Forwarding a Ticket in Zendesk can be a little tricky if you don't know where to look. After you send the Hightail email to Zendesk, open the newly created Ticket. Once you open the ticket, you can write a short email thanking the customer for their patience, purchase, etc.

In the same box where you type the reply, be sure to include the customer's email address by clicking CC — meaning carbon copy— in the upper-right corner of the text box. Once you have typed a response and CC'd the customer in, you can submit the Ticket as pending. 

Hightail is a great tool to use anytime you have trouble sending large files to a customer. While you may not need to use this every day, it can help you solve tickets when download links are broken. If you have other questions about Hightail or forwarding tickets in Zendesk, consult your team lead or manager.