Enabling attachments in tickets Follow

Comments

17 comments

  • Avatar
    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-

  • Avatar
    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 

  • Avatar
    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!!!

  • Avatar
    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?

  • Avatar
    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.

  • Avatar
    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.

  • Avatar
    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.

     

  • Avatar
    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.

  • Avatar
    张真

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

  • Avatar
    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! 

  • Avatar
    张真

    Hi Tiann Nelson-Luck

    Thanks a lot

  • Avatar
    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? 

  • Avatar
    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

  • Avatar
    Nicole Relyea

    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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