Enabling attachments in tickets

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37 Comments

  • Andrew J

    @Jeff and @Anna - the new Text Editor Beta allows drag and drop inline images - really cool and a great look at what is to come for all users! see - https://support.zendesk.com/hc/en-us/community/posts/204522097-What-is-the-Rich-outbound-comments-for-agents-beta-

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  • Andrei

    One more bit of clarification here,

    The drag and drop functionality will not work if you enable the option to "require authentication to download" attachments. This option can be found under [Admin>Settings>Tickets] and is done for security reasons since we can't verify who the inline message gets sent to after the original requester or CCed party receives it.

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  • NationalHelpDesk

    Hi,

    Our email ticket setting is set to attach file. We receive attachments fine in the helpcenter but when we reply with attached file less than 1mb, somehow the recipient receives the email without the attachment. It's not the email client stripping the attachment though, is there somewhere else I need to look to fix this?

    Thanks,

    Maricel 

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  • Jessie Schutz

    Hi Maricel!

    In outgoing messages to your customers, attachments are going to appear as links, not as traditional attachments. You'll also want to make sure that you have the proper placeholders in your notification triggers to ensure that the attachment information is being included. 

    Please let me know if you have any other questions!

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  • NationalHelpDesk

    Hi Jessie, that worked well! Thanks for the quick reply.

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  • Diane Perrino

    I cannot get this to work.  I want to copy and paste a snagit image (not a saved file) into a ticket.  The copy and paste doesn't work, it deons't let me drag and drop into zendesk new ticket creation either.   don't see any "require authentication" setting so I assume it's not set. This is a showstopper for us being able to continue using zendesk.

    How do I take a screenshot which I created using snagit and drop into a zendeck ticket. Can I do this when creating a new ticket or responsding to an existing one?

     

    Help please!!!

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  • Jessie Schutz

    Hi Diane!

    Adding an attachment to a ticket is a different issue from adding an in-line image to a ticket. Which are you trying to do?

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  • Jessica Sandoval

    Hello, 

     

    Is it possible if we use the word "attach" or "attachment", that we get a warning before sending the email that we did not include an attachment? Thank you.

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  • Jessie Schutz

    Hi Jessica!

    We don't have that functionality built into the product at this time. There is a thread on this topic in our Product Feedback forums, and I would encourage you to head over there to share your detailed use case. Our Product Managers find that information very valuable when working on improvements in the product. You can find that thread here: Attachment Reminder

    I know that there's an app that someone wrote, independent of Zendesk, that's available on Github. I don't have a link to it, but if you or someone else in your organization has the technical acumen, that might be worth looking into. If you do decide to go that route, just bear in mind that the app is not supported by Zendesk, so use it at your own risk.

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  • Patrick Bennett

    As stated before

    The drag and drop functionality will not work if you enable the option to "require authentication to download" attachments. This option can be found under [Admin>Settings>Tickets] and is done for security reasons since we can't verify who the inline message gets sent to after the original requester or CCed party receives it.

    Is this a known issue? We need to protect our customers attachments but would also like to use in-line images in tickets. At this time, we experience exactly as worded here.

     

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  • James Sanford

    Hey Patrick!

    This is definitely known, but I do not believe this is considered an issue at this time.  This is done for security reasons as mentioned so it will not currently be possible to add inline messages with these settings enabled.  It sounds like you are looking for the ability to pick and choose who these settings are applied to, and while this is not current functionality it is definitely something that you could consider submitting as Product Feedback.

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  • 张真

    what's the meaning about "Active Guide" I can not see the  "Require authentication to download" option

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  • Tiann Nelson-Luck

    Hi 张真, 

    Thank you for reaching out to Zendesk with your inquiry! 

    An "Active Guide" is when you have an active Help Center is that accessible by your end-users. Guide is one of the many products Zendesk offers, and within your Zendesk you can see this by navigating to the four dots in the upper righthand corner of your Support instance (which symbolizes your product tray) and clicking on the Guide product. 

    From here, this will take you to a page where you can see if this is an active product a part of your Zendesk, that is also viewable for your end-users. 

    If your Help Center is active, you should be able to navigate to Admin > Settings > Tickets > Attachments, and select the "Require authentication to download". If you cannot see this option, it means that you do not currently use Guide or it is deactivated. 

    Please let us know if you have further questions or concerns! 

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  • 张真

    Hi Tiann Nelson-Luck

    Thanks a lot

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  • Florin Muntean

    I'm trying to add image to my reply to a ticket but it's only working as an attachment and not as in line with the text.

    I have disabled Require authentication to download

    but it still doesn't work

    Also Rich content is active

    What do i missed? 

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  • Florin Muntean

    Later edit:

    It's working now. It looks like there is a delay between setting up something until that change actually take place

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  • Nicole - Community Manager

    Hey Florin -

    Glad to hear you got it working! It does sometimes take a little while for new settings to sync and begin working. 

    Also, I see that these are your first posts, so welcome to the Zendesk Community! Let us know if there are any other questions we can help you with. 

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  • Travis Abdelhamed

    What is the maximum file size(s) for using the link when attachments are over 10MB?

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  • Paul Yesowitch

    With the change to allow the actual files being attached, is there a way to delete the attachment if neccesary?

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  • Austine Hipol

    Hi Travis, 

    The maximum file size for attachments in ticket comments vary based on plan level. The maximum file size for each attachment is as follows:

    • 1 MB for Essential
    • 7 MB for Team
    • 20 MB for Professional and Enterprise

    Hope that helps! Please let me know if you have further questions.

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  • Nicole - Community Manager

    Hi Paul - 

    No, this change did not effect removal of attachments. 

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  • Terry Waldron

    Hey Gurus,

    I am wondering if it is possible to change the word " Attachments" in the help center or is it possible to edit the test from "Add file or drop files here" , I need to include instructions about the type of attachments we require.

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  • Jessie Schutz

    Hey Terry!

    I imagine you could do that with some custom JavaScript, although I don't know what that would look like. I've pinged our Community Moderators to see if they might be able to help you out.

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  • Bernie Zeesman

    Hey Community, Loving the way we can attach files 'from ticket' in side conversations. How do we get that added to the main ticket window?

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  • Jessie Schutz

    Hi Bernie!

    Just make sure that I'm understanding you correctly, are you saying that you want to be able to re-attach a ticket attachment to a comment in the same ticket where the attachment already exists?

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  • Emma MacDonald

    I keep seeing that the max size for EACH attachment on the professional plan is 20 MB, but what is the maximum for ALL attachments? Is there a max number of attachments that a ticket can be submitted with, or a max total file size?

    I'm referring to end-users submitting through the contact form, to clarify. 

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  • Molly

    Hey Emma!

    We don't have a listed known maximum for ticket attachment size total. I have personally never seen any user reach this. If you are having with all ticket attachments coming through, please feel free to reach out to support@zendesk.com so we can troubleshoot further. 

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  • Gaëtan Tobie-Echeverria

    hello

    on an end user point of view, I'd like to add in the description part of the ticket, the images, so that I can describe properly the steps to reproduce the error I have, how can I do that ?

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  • Patrick Bosmans

    Gaëtan

    We do not have a firm ETA on when this type of feature will become available in the Submit a Request form on Guide.

    If you are interested in seeing this feature get prioritized on our product roadmap, I would definitely suggest posting in our Guide Product Feedback Forum.  Our developers look for customer recommendations for features to see how we will evolve the platform.  The more requested/voted a feature is, the more they will work to add those features to future updates.

    https://support.zendesk.com/hc/en-us/community/topics/360000029847

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  • Matt McLean

    Note: Include attachments in emails does not appear and cannot be enabled if Require authentication to download is enabled.

    Any chance you are working on changing this restriction? I previously made a "suggestion" post about it but I seem to no longer have access:
    https://support.zendesk.com/hc/en-us/community/posts/115000605587-Enable-higher-security-for-attachments-but-still-allow-inline-Images

    Apparently it was marked as an area of product feedback about 3 months ago - I'm just wondering if there has been any progress on it.

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