How can I troubleshoot attachments issues?

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81 Comments

  • 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
  • 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
  • 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
  • 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
  • Steve Mason
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    Being able to see all attachments within a ticket grouped into 1 place would be fantastic.
    Having to scroll through multiple e-mails looking for those with attachments, and then checking to see if it's the correct response, is a pain... having a box or list showing all files attached to a ticket would make life a lot easier.

    2
  • A J
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    @Brett

    What's the reason that feature is removed?  Is it built-in now??  Our security team wants to know what file types are allowed.

    Thanks

    1
  • 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
  • Helle Buhl
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    We have procedure - always delete attachments that includes personal information when closing the ticket. Unfortunately - this does not always happen. 

    So I would like to have a view where I can see which tickets includes attachments. To check up on it.

    As it is now - I need to open the ticket to check.

     

    Would it be possible to make a view indicating that the tickets has an attachment?

    1
  • Andrew J
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    Hello Sarah,

    Have you seen the tutorial here?  I use this all the time now. You could implement it in several different ways.

    The below might look nice... attachment icon + Links at the top.

    This just uses :paperclip: and then a bold link and horizontal rule.

    1
  • Aparna Vemuri
    Comment actions Permalink

    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
  • Michael Fischer
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    Hello,

     

    Has Zendesk considered adding HEIC support for attachment previews?  This is the new iOS 12 default format.  It is causing a workflow interruption when our agents have to download pictures and open in Preview instead of onMouseOver it.  

    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
  • Gentry Geissler
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    Oleksandra,

    When editing the article, on the bottom right is Article Settings. Open that menu, and at the bottom is Upload Attachment with the size limit. 

    1
  • Niels Kleverlaan
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    Is it right to understand that no virus detection is being run with attachments to tickets.

    If not, what is your advice on this matter?

     

    Thx,

    Niels

    1
  • Aaron Griffiths
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    Hi

     

    Does Zendesk have a way of sorting emails and having emails with attachments 1st? or within the explore reporting being able to decompose your open tickets to having just the number of emails with attachments?

     

    cheers 

    1
  • Monica
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    When we receive png and jpg format files from customers, we're able to view the image in the ticket and expand.  We recently received heic/heif file format which did not act the same despite being images.  Are their plans to include this functionality without downloading the images from the ticket?  From reading about the format, it may become more widely used.

    1
  • Andrew J
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    That's a great idea Steve. Perhaps a sidebar app that summaries all attachments?

    1
  • 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
  • Jeremy Hahn
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    So what's the update?

    It is really ridiculous that our end customers cannot email us normal sized files, say 25mb (which is the limit Gmail allows before it converts it to a Drive file), and that they won't even know that their attachment never went through!

    As others have stated here and in other support articles, it is embarrassing to advise customers of this limitation and makes us (and Zendesk) seem technologically inept. It is not excusable, especially when competitors allow more. Even the free tier of SupportBee offers 100mb on incoming attachments.

    Getting off on a tangent with a customer to explain this and then instruct them how to send a simple file through the cloud slows us wayyyy down and undermines your goal of improving customer service. I can understand limiting outbound attachements (I love links to cloud hosted files) but blocking our end customers from doing so is really harmful.

    This attachment size issue, along with the lack of email-like behavior (which was supposed to be worked on in 2017) is keeping me away from zendesk. Competitors are on top of these issues already. Really sad to see this backward product management.

    1
  • Kalpesh Shah
    Comment actions Permalink

    We have an issue with attachments with one of email channels. While sending an email with attachment to the address, the attachment does not get populated in the ticket.

    I tried the same attachment with another email channel and it works without any issues. Would you be able to suggest why the file will not attached to one of the tickets?

    Regards,
    Kalpesh

    PS: This issue is resolved.

    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
  • 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
  • Luke Burgoyne
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    I'm also curious why the Attachment Restrictions App is referenced on multiple pages as a viable solution, but it seems to no longer be available in the marketplace. I've tried installing it several times, but it always throws a generic error. It's also not searchable via the marketplace, which makes me think it's no longer available and the page in the link above is an orphaned. I also don't see any other apps that contain the same functionality. This definitely needs to be addressed. 

    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 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
  • Lotta Wallbom
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    Hi,

    for how long will the link to the attachment be valid?

    0
  • Brett - Community Manager
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    @Luke as of right now there's no plan to add this functionality natively, although I do agree this would be great to have since the app is no longer available. I've passed your feedback along to the appropriate team internally :) 

    @Michael it looks like the only information you can get for attachments is through the ticket audits endpoint as mentioned here: https://developer.zendesk.com/rest_api/docs/core/ticket_audits. However, this doesn't include attachment creation date unfortunately :-/

    @A J this section was removed due to the app no longer being available. I've reached out to our documentation team to have this link removed from the article. Thanks for bringing this to our attention!

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  • Tony Roberts
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    As many others have said, a 7mb limit for attachments to incoming mail is far too small. However, what's a bigger problem is that in order to see that an attachment has been dropped you have to look at the events! It should be made clear to the agent that there was an attachment and it has been dropped. Having to dig around in the events just to see that there might have been an attachment is pretty awful. 

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  • Andrew Dietrich
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    Hi Tuarisa,

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

    0
  • Brett - Community Manager
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    Hi Luke,

    The Attachment Restriction app is a Zendesk Labs app which means it was not supported by the Zendesk team. You can find more information in the following article: What is Zendesk Labs.

    I was also able to track down the app located on GitHub which you can try downloading and possibly uploading as a private app: Attachment Restrictions.

    I'll also look into getting our documentation updated since the app is no longer available. Thanks for sharing that with us!

    0

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