Adding attachments to ticket comments Follow



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    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.

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    Jessie - Community Manager

    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).

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    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!

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    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. 

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    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.

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    Jessie - Community Manager

    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.

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