Enabling attachments in tickets

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56 Comments

  • Matt McLean
    Community Moderator

    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.

    2
  • 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.

     

    2
  • 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.

    1
  • Matt McLean
    Community Moderator

    If you also want to disable ticket attachments in the Web Widget, see this article:
    https://support.zendesk.com/hc/en-us/articles/360021456894-How-do-I-disable-ticket-attachments-in-the-Web-Widget-

    To disable attachments in Chat, see this page:
    Zendesk help>Chat>Using Chat>Setting up Zendesk Chat: Managing file sending options

    1
  • Pedro Reis

    Ok so agents, can still send attachments as "usual". What really changes is the fact that the end-user will have to login to the help center for them to be able to see the piece attached. If they don't have an account, that would be poor user experience. 

    1
  • Jessica Hoffman

    Hello! My compliance team has requested clarification on virus scanning capabilities. In this article it states "all files attached via email are scanned for harmful viruses before being sent in an email notification," but does this apply to files attached when a ticket is submitted via web form, such as in the Guide Help Center?

    Thank you! 

     

    1
  • Matt McLean
    Community Moderator

    Jessica,

    It is possible to do with some coding. Copied from the first comment on https://support.zendesk.com/hc/en-us/community/posts/208167958-Hiding-attachment-system-fields-on-ticket-form:

    Copy the code to your JS tab right under the $(.document.ready) function.

    //hide system fields based on ticket forms(change subdomain and form id)
    if (window.location.href == "https://yoursubdomain.zendesk.com/hc/en-us/requests/new?ticket_form_id=11111") {
    $('.form-field label:contains("Attachments")').hide();
    $('#upload-dropzone').hide();
    }

    (My only modification to the above code was to remove the lines that would otherwise strip out the Subject and Description fields, leaving only the lines for hiding the Attachments section.)

    1
  • 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.

    1
  • JACQUELINE LEHR

    Did the limit increase for attachments to help center articles, too?

    0
  • Amanda Gunn

    Is there a list of file types that are accepted and/or not accepted that can be attached?

    0
  • 张真

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

    0
  • 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.

    0
  • Jessica Hoffman

    Perfect! This is exactly what I needed. Thanks for your help! 

    0
  • 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!!!

    0
  • 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 ?

    0
  • Patrick Bosmans
    Zendesk Customer Advocate

    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

    0
  • 张真

    Hi Tiann Nelson-Luck

    Thanks a lot

    0
  • Amanda Gunn

    Thanks Brett Bowser I appreciate the info!

    0
  • NationalHelpDesk

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

    0
  • Molly
    Zendesk Customer Success

    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. 

    0
  • Austine Hipol
    Zendesk team member

    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.

    0
  • JJ Miclat
    Zendesk Product Manager

    Hey Pedro,

    If you have Require authentication to download enabled, agents could still send attachments to end-users via the ticket editor, by clicking on the paper clip icon in the toolbar. 

    0
  • Ayal Kellman

    Hi,

     

    Would the trigger "Comment text --> Contains the following string --> ___" search through the text of an attachment?

    Thanks

    0
  • 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.

    0
  • Jennifer Becker

    "when you enable Require authentication to download, agents will not be able to copy and paste images from their computer into ticket comments."

    Is there a chance you will enable agents to copy/paste images inline into the body of a ticket post here soon? This is really hampering our ability to post meaningful comments to our clients, we have to attach a document with the full description including images if we want to use inline images. 

    0
  • Nicole S.
    Zendesk Community Team

    Hi Jacqueline, 

    Thanks for your question! The file size increase announced today pertains specifically to tickets. Attachment sizes for articles have not increased. 

    0
  • Jessie Schutz
    Zendesk team member

    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.

    0
  • Jessie Schutz
    Zendesk team member

    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.

    0
  • Nicole S.
    Zendesk Community Team

    You're welcome, Jacqueline. Sorry I didn't have more exciting news for you. 

    0
  • Dave Herder

    Regarding:

    Ok so agents, can still send attachments as "usual". What really changes is the fact that the end-user will have to login to the help center for them to be able to see the piece attached. If they don't have an account, that would be poor user experience.

    Is there any way to customize the authentication source?

    0

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