How can I troubleshoot attachments issues?

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83 Comments

  • Hari Hartas

    Hi Team, 

    I would like to know if it is possible to trigger attachment automatically once the ticket has been created?

    We have set of messages that we want to send through mobile SDK, but once we set the macro it show plain text instead of rich text. So, we are thinking to trigger follow up message in the same conversation with attachment enclosed. Is it possible to do?

     

    Thank you

     

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  • Nicole S.
    Zendesk Community Team

    Hi Hari -

    That's definitely a creative solution, but unfortunately there are no trigger actions that can add attachments.

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  • Luke Burgoyne

    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. 

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  • Brett Bowser
    Zendesk Community Team

    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!

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  • Luke Burgoyne

    Thanks for your reply Brett!

    I'm curious if there are any plans to add the functionality of attachment restrictions to Zendesk natively. It seems like it should be native to a customer facing platform such as Zendesk. Our teams are starting to get phished with more and more dangerous file extensions (.ps1, .bat, .exe, etc.) and we'd love this functionality to be added to Zendesk.

    Thanks again!

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  • Michael Blakley

    Hi all,

    Is there a way to get metadata, e.g., the original file creation date, from a file attached to a ticket by an end-user?

     

    Thanks!

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  • A J

    Where's the "Restrict attachment s by file type" section??

    Thanks

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  • Brett Bowser
    Zendesk Community Team

    @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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  • A J

    @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

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  • Perry Gard

    Please add me to the growing list of Zendesk customers dissatisfied with the file size limitations. This is 2019 and storage memory is cheap. Come on Zendesk be customer focused!

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  • Tony Roberts

    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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  • Tamara Tankosić

    Is there a way to add a Macro just for attachments or keep a standard list of attachments on Zendesk? We have five files we constantly send to clients and I want to make them as easily accessible to the team as possible. I have tried doing a macro but I have to write some text in the email apart from just adding a Macro, which kind of creates more work as the text could differ (in case they are adding more than one for example repeating the text "Please find attached the form" doesn't make much sense)?

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  • Andrew J
    Community Moderator

    Upload the file to a Guide article, then either link to the article - or link to the direct document - in the macro.  Attachments are just links anyway - an inline link is better.  Works for me :)

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  • Lee KB

    @Tamara

    Zendesk attachments are links, so you can just copy the link and put it in a macro.


    I am having my own problem: Gmail does not show any attachment when I send a test email to myself.

     

    The link is there if you 'view original message':

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  • Lee KB

    It looks like attachments were turned off... ? 

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  • Lee KB

    New issue: Customers have reported twice recently that the attachment link has expired (and upon checking ourselves, it has indeed expired). What is the expiry period? Any way to extend this? It seems to be around 4-5 days. Ex. I emailed a customer Dec 17 and by Dec. 22 the link had expired. 

    This seems in contradiction to this post: https://support.zendesk.com/hc/en-us/articles/203927716/comments/360000143328

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  • Christian Herrmann

    Hello,

    sometimes attachments come in as .bin. If I rename them (I have to guess) they are ok.

    what can I do to avoid this. I don't know why sometimes it works (.jpg, .jpeg, .pdf) and sometimes not.

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  • Andrew J
    Community Moderator

    Sounds like a mail server issue - attachment protection?

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  • Christian Herrmann

    We use Google SMTP Relay Service, how would I configure this!?

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  • Andrew J
    Community Moderator

    Sorry Christian, I am only guessing.  I'd ask Dr. Google.

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  • Christian Herrmann

    FYI: I asked Google (not the search engine) and they say they give no support because it's a WordPress system where the emails get generated out of a CF7 form - so I should ask WordPress. I give up.

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  • Armando Vilaça Lambertucci

    Hi Jessie Schutz you said that attachment links on tickets don't expire, what about zopim attachment links? 

    thanks

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  • Andrew J
    Community Moderator

    Christian Herrmann you can easily test if the issues is Wordpress or not by changing your smtp briefly and sending a test email to yourself. Unless you have some attachment protection from CF7 I doubt it would be Wordpress (are we talking Wordpress on your hosting, or Wordpress.com?) Try a sendgrid trial account, or even just Wordpress mail for a test.

    Armando Vilaça Lambertucci, I don't think Zopim links expire either, however have you seen an issue with this?

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