Enabling attachments in tickets

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45 Comments

  • Nicole - Community Manager
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    As Dan indicated with his statement that your comment had been "marked as an area of product feedback," your comments have been passed along to the product teams. However, it's not something they have opted to change at this point in time.

    Your post was archived as it went over a year without any votes or additional comments from other users; feedback posts that are inactive for an extended period of time get archived as a part of routine maintenance. They're still visible to product teams, just not end-users. Your feedback continues to be on file with the product team, and if and when they review this part of the workflow it will surface to them. Thanks for sharing your thoughts!

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  • molliew
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    We have multiple ticket forms. Is there a way to enable the "Customers can attach files" option for a specific ticket? Our use case is we serve both public end-users (anonymous, do not log into the help center) and internal end-users. We would like our internal end users to be able to attach files via form or email, but we do not want the public facing ticket form to allow for attachments to be included in their form submission. Currently it seems as if our only option is all or nothing.

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  • Pedro Reis
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    Hi, 

    Is there any way to remove the functionality to download attachments or limit who can do this?

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  • Nicole - Community Manager
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    Hi Pedro -

    If you enable private attachments then only users with access to the ticket will be able to download an attachment.

    Let us know if that works or if you have further questions!

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  • Jennifer Becker
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    "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. 

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  • Ayal Kellman
    Comment actions Permalink

    Hi,

     

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

    Thanks

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  • Devan
    Comment actions Permalink

    Hello Ayal,

    So while Triggers can search through the text that is native to that individual tickets, attachments are not able to be searched in the same manner. 

    Please let us know if there is anything else we can clarify for you or if there is anything else you have a question on. 

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  • Jessica Hoffman
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    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! 

     

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  • Matt McLean
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    Jessica,

    Attachments via the web form in Guide Help Center are not automatically scanned at the time of upload.

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  • Jessica Hoffman
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    Thank you Matt McLean! Do you know if it's possible to disable attachments from the web form, but continue to allow them in emails? 

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  • Matt McLean
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    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.)

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

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

    In that case, how can our agents do to send information attached? I assumed that the attachement was converted into an url...

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  • JJ Miclat
    Comment actions Permalink

    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. 

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