Agents can include file attachments in ticket comments. If enabled by an administrator, end-users can add attachments to ticket comments as well.
To attach one or more files to a comment
- If you're using rich text formatting, click the paperclip icon
If you are not using rich text, click Attach file.
- Browse to the file you want to attach.
- Select the file, and click Choose.
Attachment size limits are:
- 1 MB for Essential
- 7 MB for Team
- 20 MB for Professional and Enterprise
The file is added to the ticket.
You cannot remove an attachment from a ticket after you have submitted the ticket.
The files you attach to the comment are added to the email notification message. Administrators can enable the Require authentication to download setting, so only logged in users will be able to view the files. Otherwise, anyone with the link can view the attached file. For more information about making attachments private, see Enabling attachments in tickets.
Note that attachments are not indexed by search engines unless the link for the attachment itself has been published in a Help Center article or something similar. This is the case whether Require authentication to download is turned on or off.
20 Comments
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.
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).
Hans, I just posted this request:
https://support.zendesk.com/hc/en-us/community/posts/115008454208-I-would-like-to-attach-files-to-that-have-previously-been-attached-to-a-ticket-without-first-downloading-the-file
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!
Hello Jamie,
Sadly, at this time there is no feature that will allow you to view all attachments on a ticket in one location.
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.
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.
Is there a bounceback or any communication sent if an attachment is included on a ticket above the maximum allowance?
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
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?
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
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?
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 ?
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
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?
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
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.
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.
Thanks Devan 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.
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.
Please sign in to leave a comment.