Today we are looking at attachments. Attachments in Zendesk Support are fairly straightforward, but attachment features and security are very important.
Topics covered in this article:
- Receiving attachments from customers
- Sending attachments to end-users
- Attachments in Help Center articles
- Most common reason for rejected attachments: file size
- Require authentication to download setting
- Restrict attachments by file type
Receiving attachments from customers
Zendesk Support accepts attachments from users sent in via the API, email and web form channels in your Help Center. Users cannot send attachments through social media channels. You can choose to accept or not accept attachments from end-users under Admin ( ) > Settings > Tickets .
When the ticket is created, the attachment is stored in Zendesk Support and accessible through the agent interface or a token link. Almost all file types are accepted. Learn more about attachment security in the require authentication to download setting section below.
If a customer tries to send an attachment that's too big, a warning will appear in the related ticket comment letting you know. For more about file size limits, see the file size section below.
Sending attachments to end-users
- Ensure your file is within the size limits for your plan. Zendesk Support also offers a Box app integration to help share large files. Please note that when attachments are sent via email the MIME email encoding expands the attachment in size by 33%. If the file is too large, the agent will see an error message in the top right corner. The following are the file size limits per file for each plan:
Note: Images are special because using Markdown you can embed the image into the body of the message. The displayed image must be a public facing link.
- Essential: 1 MB
- Team: 7 MB
- Professional and Enterprise: 20 MB
- Click Attach file in the bottom right corner. Your attachment should appear beneath the link once it's been uploaded.
- A link to your file appears below your email signature in a message to the end-user.
Attachments in Help Center articles
Agents with permission to edit articles can add attachments. They will appear below the article content in order of upload.
- Images can be added inline with the insert image button.
Add the image and select it from your article images. Note that for translated articles you will need to keep all images associated with the article.
Most common reason for rejected attachments: file size
If the user sends in a file too large for the plan type, an error message indicating the file was too large appears and the file is not attached. However, the error will be logged in the audit trail as an event. To view it, click Show all Events .
Require authentication to download setting
Zendesk Support has a require authentication to download setting accessible through Admin ( ) > Settings > Tickets .
If the require authentication to download check box is selected, your users will have to log in to view any attachments linked in the emails they receive from Zendesk Support notifications.
If this check box is not selected, the link to the attachment could be shared with anyone, such as through a forwarded email.
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 on or off.
Restrict attachments by file type
Zendesk Labs has created an app that lets admins specify a whitelist and blacklist of file extensions. When an agent opens a ticket, the app will display the status of the file type based on the file types set by the admin. Please note that this feature is not a virus scanner.
Get the Attachment Restrictions app here.