Question
Is it possible to download all ticket attachments in Zendesk Support?
Answer
Zendesk Support does not yet have functionality built into download or export all or only attachments natively. However, this is possible using the Zendesk API for both the individual ticket and for all tickets.
- For an individual ticket:
Attachment URLs can be found within:
https://subdomain.zendesk.com/api/v2/tickets/TICKET_ID/comments.json
Each comment will have an attachments array attribute, which will contain links to any attachment included in that comment. To get the file associated with it, you would need to download the file linked at the content_url attribute. - For all tickets:
Accounts with access to exports should be able to perform a JSON export of tickets, which will contain links to the various attachments as: https://subdomain.zendesk.com/api/v2/attachments/ATTACHMENT_ID.json
In order to download the attachments associated with each link, you will need to perform a GET request to that endpoint. Then download the file linked at the aforementioned content_url attribute.
Note: The same attachment links will show up in the JSON export associated with user photos. If that user has been deleted or subsequently changed their photo, those links will fail to return files.
15 Comments
I think this missing feature is a must, we just got a ticket with more than 130 files and we need to grab all of them, time is critical.
I just downloaded almost 100 jpg files from a client's support ticket, and had to do it one-by-one-by-one-by-one-by-one... Click on the image, click the download button, point browser to where the images need to be saved, save, start all over again. PAINFUL
I just looked at the API dump of the ticket, and I could write some code to parse everything from the content_url, but what a pain. You should already have a function that already does that. I am going to look to an alternative drop box for files, but now they won't be attached to the ticket, so it will require a manual reference in the ticket. Sure wish you guys would take a look at this.
OK, I think my solution for this until Zendesk offers this function is to have the client access an Office 365 SharePoint folder in the browser and upload images to that folder. Still would prefer that be a function in Zendesk, keeping everything together.
This feature is very needed.
This is a particularly important function because these days everyone who deals with customers automatically receives files (especially photos) from them. From my point of view, it's necessary to have the possibility to download all attachments at once. Even if it is packed into a zip file.
If zendesk wants to be a professional tool for dealing with customer requests and claims this function is a must!
Is there a change in the way to download attachments? We noticed in the recent couple of weeks that users are now asked to log in to download attachments. This is also causing integrations to not be able to get attachments and instead are directed to our SSO page.
If the private attachment is enabled on your account, visibility is restricted to users with access to the ticket.End users can see private attachments in their tickets in help center because they have to sign in to view their tickets. However, the attachments will appear as links in email tickets. They'll need to click the links and sign in to the help center to view the attachments. You can disable this feature if you'd like you user to view and download the attachment without signing in, you can check this article for details Enabling private attachments
Thank you! Yes we found it and disabled private attachment and fixed our issue. Thanks for getting back to me
Dear Marino,
Currently we are using an app called 'Download all attachments'. You can find it in the market place. It works quite fine for us.
BR,
Markus
Hey i have a good " solution " for you all !! You can download a extension for Googlechrome ----> Image Downloader . If you want to download many images at once, with this extension you can.
Open few tickets on the same page and you can download all the images from all the tickets :)
I Have few others tips just in case!
Hey,
Just wondering if the URL of the file (ex https://domain.zendesk.com//attachments/token/{token}/?name={filename}.jpg) is still available after licences expire.
We're migrating an instance to another one, and we were wondering if we could access this data from the 'old' instance some months after "closing" it.
Thanks
Hi Max, thanks for writing in!
Once the subscription of the account has ended, in general our access will no longer be available including access to the API endpoints. We recommend exporting your data and store them in safe location before the account expiration or licenses expire. From there you can use the data for imports and other options. Or if possible you can extend the subscription if migration is still in process as it is best to migrate data between accounts if both are active.
Thank you!
Jupete Manitas, Claire Miller, Christine Diego,
There are no functional examples of this mission-critical function for archiving, backing up, or exiting the platform. Downloading an attachment is the only function or method not documented on the Zendsk Developer Attachments page.
I have made multiple requests to support asking for a "single Functioning Example of downloading a ticket attachment" using curl or any language used in other docs pages. Support responded to me using the same link as above.
When using curl or python to GET an attachment, the file returned is always radically different in size ( smaller by at least 20%) than reported via API and is always corrupt or unopenable. Zendesk should provide a single functional example to demonstrate no issue with the Attachments endpoint or to ensure we can meet a mission-critical objective.
If there is a need to turn off security features related features to enable exporting file content, that needs to be documented in dev and KB.
I have been using the stored value in the content_url as suggested and the name from file_name in the attachments json or nested attachment objects from ticket/<id>/comments.
Please help, as this is beyond lousy support and documentation experience. This documentation gap related to data liberation or self-archiving ticket attachments via API is a major red flag for future potential uses or recommendations for Zendesk products.
-Dave
(tokens and identifiers are replaced with the keys they are pulled from in the example)
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