Enabling attachments in tickets Follow

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Agents and end-users can send each other attachments through tickets. For more information about how to send an attachment as an agent, see Adding attachments to ticket comments. Zendesk Support accepts attachments from users sent in via the API, email, web form, and Web Widget channels in your Help Center. Users cannot send attachments through social media channels.

Note that attachments are not indexed by search engines unless the link for the attachment itself has been published in a Help Center article or something similar. This is the case whether Require authentication to download is on or off.

To enable attachments from end-users

  1. Click the Admin icon () in the sidebar, then select Settings > Tickets.
  2. Next to Attachments, select the Customer can attach files check box.
  3. Click Save tab.

You can make attachments private so that users need to be logged in to view shared file links in tickets or email notifications. If you don't make attachments private, the shared file link can be viewed by anyone.

Note: Private attachments can only be enabled if your Help Center has been activated. If your Help Center has not been activated, the Require authentication to download option is not visible.

Tip: Restrict attachments by file type with the Attachment Restrictions app.

To enable private attachments

  1. Click the Admin icon () in the sidebar, then select Settings > Tickets.
  2. Next to Attachments, select the Require authentication to download check box.
  3. Click Save tab.
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    @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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    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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    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?



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

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    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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    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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    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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    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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