Installing and using the Attachment Manager app

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  • Chanteena Murphy

    Does the function of adding tags operate on ticket creation or just update?  I am looking for a way to recognize new tickets with attachments before the ticket gets opened by an agent (using the tags that are applied by this attachment manager), but it seems the tags do not get applied until the ticket is opened by an agent and then submitted. 

  • Nicole Saunders
    Zendesk Community Manager

    Hi Chanteena,

    Tags are only applied when a ticket is updated. Can you tell us more about what you're trying to do with new tickets with attachments? i.e. are you wanting to report on them, or set up a view for them, or something else?

  • Chanteena Murphy

    Hi Nicole! 

    We are trying to use a view that shows which tickets come in with attachments.  These are handled as a different priority group compared to other tickets and we would like to be able to see these before having to open each individual ticket. 

    I have the view set up so that the tagged tickets show there, but it still requires a manual sorting/update process before it moves into this view. 

  • Gilles Vanagtmael

    Hi there!

    Are there any updates planned for this app? Currently we often get the message that certain photos cannot be added to a ticket. Any idea what the reason for this might be?

  • Grzegorz

    Hi Gilles!

    I'm sorry to hear that you're not able to upload certain images. From what I can see, your issue is currently being investigated by our team in an offline ticket. My colleagues will follow up and provide you with an update soon.

  • Terry Ehrhard

    I would like to see this app have more functionality to include/exclude files based on the role.  For instance we often get documents from various third parties that need to part of the ticket request, yet we want to exclude those files for end users since those documents would contain private information.  Currently the file is either attached for everyone to see or it is removed.  The only way around this is to create another completely separate ticket which contains the original content minus the attachments.  This is cumbersome and not a good process to have two tickets for one request.

    I recommend having a means to "toggle" the attachment to be "private", much like a public or private comment, which would then remove all past history or any means for the file to be shown in the communications going forward.  This would be similar to Outlook where a request comes in with lots of data and attachments and the Associate/Agent can then remove the data and attachments that should not be exposed and include other customers with only the information that is relevant and public.


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