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How can I download all attachments in a ticket?



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Claire Miller

Zendesk Customer Care

Edited Jan 10, 2025


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19 comments

I think this missing feature is a must, we just got a ticket with more than 130 files and we need to grab all of them, time is critical.

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I just downloaded almost 100 jpg files from a client's support ticket, and had to do it one-by-one-by-one-by-one-by-one... Click on the image, click the download button, point browser to where the images need to be saved, save, start all over again. PAINFUL

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I just looked at the API dump of the ticket, and I could write some code to parse everything from the content_url, but what a pain. You should already have a function that already does that. I am going to look to an alternative drop box for files, but now they won't be attached to the ticket, so it will require a manual reference in the ticket. Sure wish you guys would take a look at this.

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OK, I think my solution for this until Zendesk offers this function is to have the client access an Office 365 SharePoint folder in the browser and upload images to that folder. Still would prefer that be a function in Zendesk, keeping everything together.

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Thanks for this feedback, David - and welcome to the community! 

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This feature is very needed.

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This is a particularly important function because these days everyone who deals with customers automatically receives files (especially photos) from them. From my point of view, it's necessary to have the possibility to download all attachments at once. Even if it is packed into a zip file.

If zendesk wants to be a professional tool for dealing with customer requests and claims this function is a must!

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Is there a change in the way to download attachments? We noticed in the recent couple of weeks that users are now asked to log in to download attachments. This is also causing integrations to not be able to get attachments and instead are directed to our SSO page.

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Christine Diego

Zendesk Customer Care

Hi Moises,
 
If the private attachment is enabled on your account, visibility is restricted to users with access to the ticket.End users can see private attachments in their tickets in help center because they have to sign in to view their tickets. However, the attachments will appear as links in email tickets. They'll need to click the links and sign in to the help center to view the attachments. You can disable this feature if you'd like you user to view and download the attachment without signing in, you can check this article for details Enabling private attachments

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Thank you! Yes we found it and disabled private attachment and fixed our issue. Thanks for getting back to me

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Dear Marino,

Currently we are using an app called 'Download all attachments'. You can find it in the market place. It works quite fine for us.

BR,

Markus

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Hey i have a good " solution " for you all !! You can download a extension for Googlechrome ----> Image Downloader . If you want to download many images at once, with this extension you can. 

Open few tickets on the same page and you can download all the images from all the tickets :)  

 

I Have few others tips just in case! 

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Hey,

Just wondering if the URL of the file (ex https://domain.zendesk.com//attachments/token/{token}/?name={filename}.jpg) is still available after licences expire.

We're migrating an instance to another one, and we were wondering if we could access this data from the 'old' instance some months after "closing" it.

Thanks

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Jupete Manitas

Zendesk Customer Care

Hi Max, thanks for writing in!

Once the subscription of the account has ended, in general our access will no longer be available including access to the API endpoints. We recommend exporting your data and store them in safe location before the account expiration or licenses expire. From there you can use the data for imports and other options. Or if possible you can extend the subscription if migration is still in process as it is best to migrate data between accounts if both are active.

Thank you!

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Jupete Manitas, Claire Miller, @...,

There are no functional examples of this mission-critical function for archiving, backing up, or exiting the platform. Downloading an attachment is the only function or method not documented on the Zendsk Developer  Attachments page.

I have made multiple requests to support asking for a "single Functioning Example of downloading a ticket attachment" using curl or any language used in other docs pages. Support responded to me using the same link as above. 

When using curl or python to GET an attachment, the file returned is always radically different in size ( smaller by at least 20%) than reported via API and is always corrupt or unopenable. Zendesk should provide a single functional example to demonstrate no issue with the Attachments endpoint or to ensure we can meet a mission-critical objective. 

If there is a need to turn off security features related features to enable exporting file content, that needs to be documented in dev and KB. 

I have been using the stored value in the content_url as suggested and the name from file_name in the attachments json or nested attachment objects from  ticket/<id>/comments.

Please help, as this is beyond lousy support and documentation experience. This documentation gap related to data liberation or self-archiving ticket attachments via API is a major red flag for future potential uses or recommendations for Zendesk products. 

-Dave

(tokens and identifiers are replaced with the keys they are pulled from in the example)

curl GET  -v -u <some_admin>@<some_domain>.com/token:$prd_tkn https://<some_domain>.zendesk.com/attachments/token/<token redacted here>/?name=Screenshot_2024-01-23_at_2.10.31_PM_thumb.png -o "Screenshot_2024-01-23_at_2.10.31_PM_thumb.png" 

 

 

 

 

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David

Zendesk Customer Care

Hi Dave, 

can you try this curl? 

curl -u <your_email>/token:<your_api_token> -O <attachment_content_url>

We'll work on updating the documentation 
 

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Using curl with “curl -u <your_email>/token:<your_api_token> -O <attachment_content_url>” is still not working and the file is unreadable. Download the file via fetch in Javascript is also not possible, because of an cors error. 

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My app Better Attachments supports downloading all attachments in a ticket. You can also filter by images, documents, and other files. Plus, the app comes with a feature to search attachments throughout all of your tickets!

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Destiny

Zendesk Customer Care

Hello Vlad, 
 
Thank you for reaching out. 
 
I am sorry to know that you are having issues with downloading attachments. Here are some steps and suggestions to help you troubleshoot and resolve the problems:
 
Common Issues with cURL:
 
  • Incorrect API Token: Verify that your API token is correct and that you are using the right email format.
  • Permissions: Ensure that the API token has the necessary permissions to access the attachment.
  • File Format: If the file is unreadable, it may be due to the file being corrupted during the download process. Check the file size and compare it with the original file.
     
Alternative Download Methods
If the above is still not working, consider these alternatives:
 
  • Use Postman: If you have Postman installed, you can easily test your API requests there. It provides a user-friendly interface and can help debug issues with API calls.
     
  • Server-Side Download: If possible, perform the download on the server side (using Node.js, Python, etc.) and then serve the file to the client. This avoids CORS issues entirely.

     
If you continue to face issues, please provide more specific error messages or details and reach out to us by following this guide https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-Customer-Support

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