Adding attachments to ticket comments

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20 Comments

  • Hans Latour

    I am searching for a way to sent attachments to an end-user which are attached to an internal note. When another agent attaches files to an internal note I want to sent to the enduser I have to download the files first and then attach them (again) to the ticket in a public note.

    2
  • Jessie Schutz
    Zendesk team member

    Hi Hans! Thanks for sharing your use case!

    At the moment, there isn't a way to do what you're describing, because anything associated with an internal comment is also only visible internally, hence the need to download and re-attach.

    I can definitely understand why that would be a cumbersome addition to your workflow, though. If you don't mind doing it, I'd encourage you to post your suggestion and use case over in our Product Feedback forum. This will give other users to add their votes and use cases as well, and ensure that our Product Managers see your suggestion (although they may not be able to respond).

    0
  • Jamie Danjoint

    Is there a way to see all files attached to a case in one location, instead of having to scroll through the case and find the attachment on a comment? Thanks!

    0
  • Stephen Fusco

    Hello Jamie, 

    Sadly, at this time there is no feature that will allow you to view all attachments on a ticket in one location. 

    0
  • Madeleine Cordrey-Jones

    Is there a way to attach files to public messages from a trigger?

    There is a document we'd like to attach to the automatic response our customers get when they raise a ticket.

    1
  • Jessie Schutz
    Zendesk team member

    Hi Madeleine!

    It's not possible to add an attachment to a notification email, but you could host the file you wish to attach publicly and include a link to the document.

    0
  • Alex Rust

    Is there a bounceback or any communication sent if an attachment is included on a ticket above the maximum allowance?

    0
  • Benjamin Koehler

    Hi Alex, If you're attaching a file and the size slightly exceeds the limit for real attachments, but still otherwise within your plan’s limits, it will instead attach the file as a link.

    If the file size totally exceeds your plans limits you’ll get an error message saying the file is too big (this is true of both real attachments and linked attachments).

    Ben Koehler
    Customer Advocate
    bkoehler@zendesk.com

    0
  • Alex Rust

    Hey Ben,

    So the original requester will get an error message saying the attachment file is too big when they attempt to send an email to a dedicated email address we have set up to forward and create a ticket in Zendesk?

    Example: Ben Franklin sends email from bfranklin@gmail.com to 123@examplecompany.com with an attachment pdf of 25 MB.  123@examplecompany.com is set up to forward to 123@examplecompany.zendesk.com and generates a new ticket.

    In this case bfranklin@gmail.com would receive an error message saying the file is too big directly from Zendesk, and a ticket would not be created?  Or would the error message be sent to 123@examplecompany.com?  Are you able to provide a screenshot of the error message within a ticket?  Are we able to adjust the error message verbiage at all?

    0
  • Benjamin Koehler

    Hi Alex, If the end-user uses a real attachment that's too large, the end-user won’t receive an error notification, but there will be a message in the ticket (for agents to see) indicating the attachment wasn't deliverable.

    Ben Koehler
    Customer Advocate
    bkoehler@zendesk.com

    0
  • Josh Thiessen

    It would be great if attachments could be indexed by the search engines. Even if this was optional. We are switching over from Outlook where this is the case and its been a real pain point for our team. Have there been any developments in the past few months that may allow for a workaround to searching the contents of attachments?

    1
  • Иван Кутузов

    Good day!

     

    Please, tell me. Can I use api to add attachment to my ticket ?

    I have a python script which creates multiple tickets in zendesk and have necessity to add a single .pdf file to every ticket I create.

    Could anyone help me with that if I show you the script ?

    0
  • Ian Wagner

    I am unable to attach a file to a ticket generated by facebook. I can see the option to attach a file to the internal note. I believe this is related to the facebook integration. I am able to attach the file in the original facebook message which appears in the ZD ticket. However, this causes our agents to jump between applications simply to attach a file. Is there any plan for updates to the facebook integration?

    Thanks

    Ian

     

    0
  • Aditya Chawla

    I am searching a way to add an attachment to a newly created ticket using a python script. 
    Is it possible to post an attachment from my local to a ticket in Zendesk that has been created using python script?

    0
  • Nazir Kabbani

    Is there a way to warn the agent with a popup if they forgot to add an attachment but mentioned "attachment" in their public comment?

    This is baseline behavior in Outlook when you compose an email and would be nice to have

    0
  • Brad Flack

    Is there a way to include attachments in the email ticket BUT if it is over the maximum file size, show a link to the attachment instead?

     

    We like including attachments in emails as it speeds up things but when over the limit, we have to email the user and ask them to send to a separate (non-Zendesk) address so we can see them. 

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Brad Flack,

    So natively this isn't possible but good news, there is an app that can help you with this! I would recommend looking at SendSafely, which will let agents send and receive files of any size and type. Individual files up to 10GB can be added to each ticket, and files are also encrypted for maximum security.

    Best regards.

    0
  • Brad Flack

    Thanks Devan - Community Manager but I can choose receive attachment links already, what I really need is:

    1. Continue to receive email attachments from users

    2. If attachment is under the file size limit, receive as normal (ie attached to the ticket in email)

    3. If over the file size limit, it AUTOMATICALLY sends as a link instead

    I want the above to be completely transparent to the user so they just send attachments as normal, not having to think about the size.

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Brad Flack,

    Since this isn't possible as the base product stands, I would recommend posting in our Product Feedback Forums if that app doesn't solve your issue. This way, our Product team can consider implementing this feature in future product updates. 

    Best regards. 

    0

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