Provide clearer feedback in the Support view for why image attachments aren't available

[twstokes]

Expected behavior

Clear feedback to the user to know why image attachments aren't available.

Actual behavior

The user must enable access to the camera in Settings to attach images.

Steps to reproduce the behavior

Prerequisites: Camera access is disabled for the app in use (WordPress or Jetpack)

1. Access support via My Site -> tap avatar -> Help & Support -> Contact Support
2. Tap the paper clip icon
3. Observe that there's no feedback to the user why the button isn't working
4. Go to iOS Settings and enable camera access for the app in use (WordPress or Jetpack)
5. Go back to the Contact Support view
6. Tap the paper clip icon
7. Expect to be able to attach images from the camera or photo library

RPReplay_Final1661459909.MP4

Discussion

We may not have full control over this view as it's provided by the Zendesk SDK, but we could consider showing a message before it's pushed. It would also be worth seeing if the SDK has been updated to improve this experience.

Tested on iPhone 12, iOS 15.6, WPiOS 20.6

[ovitrif]

I noticed a similar issue.
To be noted here that I had a freshly installed app, therefore there was no preconfiguration in place for allowing/denying camera permissions.

I accessed Contact Support from the login screens.

For me first time I tap the paper clip icon for adding attachments, if I don't select anything from media and close that screen, I get asked about Camera permissions.

If I accept permissions for the app to use Camera, afterwards the attachment button doesn't do anything.

The only way I could make the attachment button work again was uninstalling and reinstalling the app.