Troubleshooting attachments in Zendesk Support

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75 Comments

  • DJ Jimenez
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    If a customer sends an email with an attachment that is too big, will the email be rejected or will the email still become a ticket just without the attachment?

    3
  • Brian Del Terzo
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    Does Zendesk work with Google Drive? I would like to receive attachments via the Zendesk ticketing system that are saved directly to a folder on google drive for review.

    That said, if the box integration is the only cloud storage solution integration, will the file size still be restricted by the type of Zendesk Plan?

    5
  • Jessie Schutz
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    Hi DJ! Sorry for the delayed reponse. :)

    If the ticket attachment is too large, the ticket will still be created, but the attachment will not be added to it.

    Please let me know if you have any other questions!

    -1
  • Greg Pope
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    Are agents able to delete ticket attachments? It doesn't look like it. If it's not possible now, is this option on the roadmap?

    1
  • Greg Pope
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    ... you can remove attachments with the Ticket Redaction App. Nice.

    0
  • Jessie Schutz
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    That's exactly what I was going to suggest! Let me know if you need anything else.

    0
  • Morten Lunde
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    Hi everyone. Is it possible to ensure that the requester is clearly notified when their attached files (to either their initial request mail or their mail response) are not accepted due to file size restrictions? And to make the agent warning more explicit, perhaps logged as an internal note on the ticket?

    My colleagues and I never notice that "error message in the top right corner" and this often leads to very confusing situations where agents ask the requester for more information and the requester is confused that we "lost" their attached files. We don't rutinely check all events in a ticket - and don't want to do so because it takes up too much time, so "lost attachments" is a really big problem for us...

    4
  • Aparna Vemuri
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    Hi

    I'm not sure I completely understand "private attachments" and had a few questions.

    Is it possible for one agent to attach files to a ticket (say via a private comment) that will be visible only to other agents but not to the customer?
    We're investigating the possibility of multiple levels of support. So, for level1 suport to handover the investigation and related files to level 2 support without having to expose the details to the customer.

    Is it possible?

    1
  • Jessie Schutz
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    Hi Aparna!

    If you add an attachment to a private comment, that attachment will not be visible to your end-users in the ticket. Just bear in mind that if the end-user somehow gets a hold of the attachment URL, they'll still be able to view it. That said, I don't know of any way that they'd be able to get a hold of it.

    Hope that helps!

    0
  • Tuarisa
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    Hi.
    I have a question. I want to use attachments for voice comments.
    I uploaded files via API, get content-url from response, then add voice comment with that url as recording-url.
    It worked fine, but I noticed, that voice comments(mp3 player on page), that was created about week ago are not working now, attachments are not available now.
    What it means?
    1. Attachment url is not permanent?
    2. Attachment was deleted, because it didn't associated with any ticket (as attachment)
    3. Other reasons?

    0
  • Andrew Dietrich
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    Hi Tuarisa,

    I've opened up a ticket to address this issue further - see you there!

    0
  • Laura Hippert
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    Hi @Morten - Thanks for your comment! Currently the feature to make a notation when a file is rejected due to it's size can't be displayed in another way. I would definitely recommend requesting an internal note (or the option for one) on our Product Feedback forums.

    0
  • Jessie Schutz
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    Hey Eugene!

    There's actually a conversation about this happening over here: Attachment in Community.

    I'd definitely encourage you to hop over there and share your specific use case. This helps our Product Managers to understand the pain point better.

    Please let me know if you have any other questions!

    0
  • Mark S.
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    We were just asked if there was a way to force attachments to be added to tickets in the order they were added to the inbound email.  The example given was screenshots taken in step-order to explain the problem, and upon ticket creation, the images were scrambled...causing some confusion.  Is there a way to do this?   They seem to have been added in alpha-sort order by name.  Just curious.

    Thanks!

    0
  • Gwenda Ellwood
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    Our end users are at sea connected via fleet broadband and satellite. When satellite communications go down (frequent) then then cannot download the attachments from hyperlinks using fleet broadband. the only way to get them to the ship is via an email from outside of zendesk. This is a big problem for us.

     

     

    1
  • Tsvetan
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    Are you considering to make searching in attachments to be possible like for example in Outlook? If you search specific words and these are presented in the attached word or pdf file, zendesk to find these as well?

    0
  • John Cutler
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    Hello Tsvetan

    That is not something we have planned in the near term.  You mention word and PDF files. Are these your most frequently attached file types?

    Thanks

    0
  • Alexandross Charalambous
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    As if any image is going to be less than a 1mb most smart phones hit 6-7mb and it's not like the system rejects it. Instead I have 2x customers now who sent me issues with their product and have to give them a refund. Hardly support.  What a joke, will be looking at alternative solutions as this is far to limiting.

    0
  • Andrea Rodriguez
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    I we leave an internal note with an attachment (and image), will the end user/customer see that attachment? Basically, its agents who want to internally communicate w/o the end user seeing their communication. Does that explain it ok?

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  • Daniel Yousaf
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    Hi Andrea!

    Great question.  Any images or text in the internal comment won't be visible to the end user.  This is true for inline images and for attached images.

    If you want to have private communications linked to a ticket, then I'd suggest checking out the Linked Ticket app!

    Thanks! 

     

     

    0
  • Andrew J
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    Just added a tip about a different way to think about attachments - https://support.zendesk.com/hc/en-us/community/posts/115006413067-Attachment-reminder-rethink

     

    -1
  • Neil Rogers
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    When we send emails with an attachment to a certain supplier partner, they are unable to open the attachment as they have controls in place on their employees use of the internet and they are only permitted to visit certain websites,  Is it possible to embed an attachment into the email that's sent from Zendesk Support, just like a regular email client, so this recipient can open the attachment we have sent them?

    2
  • Ryan Dancey
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    I really need the ability to have the system generate a response to the sender that the attachment was too large. Ideally I would be able to control the text of that message as well. Senders need to know they sent an attachment was not successful. This seems like the most basic courtesy and will reduce frustration and unnecessary communications.

    0
  • Jessie Schutz
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    Hey Neil! Sorry for the delayed response!

    This depends on the type of attachment. You can drag and drop in-line images into a ticket comment, but other file types get added as attachments. What are you sending to these users?

    0
  • Neil Rogers
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    Thanks for your response Jessie. It’s a pdf document that we are sending.

    0
  • Steve Mason
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    Re-iterate what Ryan said.

    Our customers are adding attachments that are being silently dropped due to being larger than 7mb.

    Customers are not informed of this so assume it has been received... Zendesk should really generate a message back to the customer.

    0
  • Andrew Schreiner
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    Is it possible to have both private and public attachments? Things like inline images that we send out don't always need to be private. If not within Zendesk are there 3rd party options around this? 

    0
  • Julia Owens
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    Hi Team,

    I've added multiple attachments to an article (our Release Notes for an application we own) but it won't stay in the order that I attach them.  Can you confirm what order the Help Centre puts them in?  I've even placed numbers at the beginning of each attachment to see if it will order it sequentially.

     

     

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  • Jessie Schutz
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    Hi Julia! This is a really interesting question...

    If they're not being arranged sequentially or alphabetically, my educated guess would be that they're add in order of file size. Does that seems to track?

    1
  • Julia Owens
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    Hi Jessie,

    Good point.  I checked but unfortunately not.

     

     

     

    0

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