When a file is attached to a ticket in Zendesk, the file doesn’t actually get emailed to the end-user. Instead, a link is added to the email notification which points to a copy of the attachment on Zendesk's servers.
Sometimes, end-users may report that they are receiving emails without an attachment link.
Files are all within attachment size limits (Maximum attachment size limits by plan).
This usually happens because the trigger generating the mail notification has been customized (or a new custom trigger has been created from scratch) and is using the unformatted comment placeholder to insert comments into the email.
Because the attachment link is an HTML link requiring formatting to correctly display, it is not included in the unformatted comment placeholders.
If email attachments don’t seem to be appearing in notifications sent out to end-users, you should:
- Check an example ticket for the notification that should have included the attachment link
- Find the trigger that sends out this notification
- Look up the trigger and check which comment placeholder is in use
- If the comment placeholder is unformatted, then the customer will need to update the trigger to use a formatted comment placeholder if they want the attachment link to be included
If you’re unsure which placeholders are formatted vs. unformatted, the following table can be of help:
|Unformatted comment placeholders||Formatted comment placeholders|
For a full list of all the placeholders, click here: Zendesk Support placeholders reference.
For more flexibility in formatting comments, consider using liquid markup with attachment-specific placeholders: Using Liquid markup to customize comments and email notifications