Troubleshooting attachments in Zendesk Support

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75 Comments

  • Jessie Schutz
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    Hey Neil! Sorry it took so long to get back to you.

    If the PDF is small enough that you can add it as an image instead, that might an option. The only other thing I can think of is to ask that supplier to add your Zendesk domain (yourdomain.zendesk.com) to their whitelist.

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  • Nicole - Community Manager
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    Andrew - 

    I don't know of any way to enable public vs. private attachments; hopefully someone else in the community will have some ideas for you!

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  • Jessie Schutz
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    Hey Julia! Sorry for the delayed response.

    I did some testing in my own instance, and the attachments stayed in the order in which I attached them...would you be able to provide some screenshots? Maybe it has something to do with the file types?

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  • Julia Owens
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    Thanks Jessie, screen shot attached.  I too attached them in the order they needed to be in, but they ended up in this order no matter what I do.  They are all pdf documents.

     

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  • Jessie Schutz
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    Hey Julia!

    Thanks for sharing the screenshot! Can you verify what order you attached them in? That'll help give a little more context.

    I honestly don't know why this would be happening, so I'm going to need to do some digging around to see what I can figure out. I'll keep you posted!

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  • Julia Owens
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    Hi Jessie.  I attached each document in their numerical order.

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  • Sarah
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    Hi There!

    We use attachments really often, but our customers do not recognize the link(s) as attachments. Is there an option to show these differently? This creates useless back and forth communication. 

    Thank you!

    Sarah

     

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  • 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.

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  • Kalpesh Shah
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    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.

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  • 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.

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  • Lotta Wallbom
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    Hi,

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

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  • Jessie Schutz
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    Hi Lotta! Welcome to the Community!

    To the best of my knowledge, attachment links on tickets don't expire. Let us know if you need anything else!

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  • 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.

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  • Amie Brennan
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    Hi Monica, 

    We currently have no plans or ETA on when the new Apple file format you're referencing here will be supported by us. We recommend for your users to supported file types at this point in time. 

    Best,

    Amie

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  • Todd Pauley
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    I'm running into a limit on the number of attachments on a ticket submission.  If a user tries to add more than five (5), they will receive the message, "Too many files are attached."

    Is this as expected, or am I the only one with this issue?  

    Thanks!  

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  • Hervin Centeno
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    Hi Todd,

    I have just done a bit of testing on my end and it doesn't appear that there's any specific issue with adding more than five attachments. The only real limit seems to be that each individual attachment cannot exceed 7 MB and all, total attachments cannot exceed 10 MB.

    Since the issue you're seeing seems to be localized, I'll go ahead and create a ticket for us to work through it. 

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  • 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

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  • Amie Brennan
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    Hi Niels,

    To a degree you are correct here. 

    When an attachment is received into Zendesk, we do not scan the actual attachments themselves, however, we do scan email messages for SPAM. Most of the time, the email address or contents of the email, to which viruses are attached to, fall under the SPAM category.

    Its important to note that Zendesk takes great care in handling user submitted content, including uploaded files. Zendesk does not allow the end-user to control the file name or path of where the uploaded file is stored on the server, nor does the application derive these values from any user known or controlled values, such as the User-agent, IP address, session ID, or user ID.

    "Skeptical computing" strategies can be applied by users when considering whether to open untrusted email attachments. It also important to note that anything saved to a local machine would be subject to a scan by local antivirus settings.

    Hopefully this gives you more insight to how we deal with attachments in Zendesk. :)

    Best,

    Amie

    Amie Brennan | Chief Unicorn Wrangler | Senior Customer Advocate - Tier 1 | support@zendesk.com

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  • Michael Fischer
    Comment actions Permalink

    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.  

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  • Nicole - Community Manager
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    Hi Michael -

    I checked in with our product teams, and it doesn't sound like there are any immediate plans around adding HEIC support. Thank you for bringing it to our attention though, now it's on their radar.

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  • Simon Klemm
    Comment actions Permalink

    Hi Nicole,

     

    HEIC support would be truely amazing! We receive a lot of images on a daily basis and its a hassle for our customers to convert their camera pictures.

    For the agents its also an additional 4-5 clicks.

     

    Thank you!

    Simon

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  • Sonia Radaelli
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    Linked ticket app don't copy the attachment but only the text of the comment.

    How can I duplicate the attachment in a new ticket withou saving it on my pc?

     

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  • 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 

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  • 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.

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

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  • 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?

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  • Matt McLean
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    Following up on Niels' question about Virus Scanning, I noticed the reply only addresses attachments that are attached via email. Hopefully most customers are using an email provider that scans attachments for malware anyway, before it ever reaches Zendesk.

    What about attachments that are added directly to a ticket via the ticket form?

    If the only time they get "virus-scanned" is when the files are later downloaded and analyzed by Google's Safe Browsing feature, you'll end up in this situation:

    https://support.zendesk.com/hc/en-us/articles/115000833188--Users-are-getting-malicious-content-and-red-harmful-programs-warning-screens-when-trying-to-access-ticket-attachments

    As noted on that page:

    When Google Safe Browsing detects a malware attachment on your Zendesk subdomain, it can affect your subdomain in general, causing all attachments to be flagged as “malicious” or “harmful” until a successful review confirms that malware attachments have been removed... Reviews can take 12–72 hours for Google to complete. While the review is in process, the red screens and warning messages will continue to appear.

    Am I just paranoid, or could a malicious actor cause any publicly-accessible Zendesk that accepts attachments to get flagged by Google, if only temporarily, by simply submitting a ticket, uploading a known malicious file, and then downloading that same file again?
    If this is the case, the only fix seems to be to turn of attachments.. which is not a great UX.

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  • Loc Nguyen
    Comment actions Permalink

    Hi, Is there anyway to restrict attachments by file type from the submit a request form? (Help Centre)

    It looks like the Attachment Restrictions app is no longer supported :(

     

     

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  • Oleksandra Marchenko
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    Hi Team!

    Could you please provide more details about how to attach files (not images) to a Help Center article?

    Thank you.

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  • Gentry Geissler
    Comment actions Permalink

    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. 

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