Enabling attachments in tickets

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  • Amanda Gunn

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

  • Brett Bowser
    Zendesk Community Manager

    Hey Amanda,

    There are no file type restrictions as far as I'm aware. If you're looking to restrict attachments, you can take a look at the Attachment Manager App which I've linked for you.

    I hope this helps!

  • Amanda Gunn

    Thanks @... I appreciate the info!

  • Dave Herder


    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?

  • Daniel Eder

    Hi there,

    Is there really not a way to simply attach files to Social tickets - that isn't a workaround? 

    We have just upgraded our account and we are keen to ensure we can attach images in response to FB messenger enquiries - but seems this is still impossible!


  • Chloe Geissler

    Hi Daniel, Can you please confirm if your FB is EU or not? If so, there are restrictions there we can dive into.


  • Heike von PaulCamper

    After chasing for an answer or solution, the answer of the zendesk support concerning problems with attachments was that they do not have some, and I should follow the releases. This is a main functionality, but if the ticket is in dialog or the customer put their attachment in the mail - you might not receive important messages. I now tell customers when I need to ask them to send me attachments in several ways and attempts that Zendesk has no solution for this. Disappointing for a big player in the helpdesk software industry - but the problems with attachments are getting around in forums etc. Maybe the boomerang comes back. With regard an Enterprise Plan paying customer. 

  • Guillermo


    Beyond the capability to attach files, we have published the following app in the marketplace that adds tags depending on the file extension (ri_application/pdf, ri_application/docx, ri_application/jpg, etc.). It also adds a tag (noattachments) if there are no attachments.


  • Molly Katolas

    We just upgraded to Agent Workspace and are noticing that if the attachment is too big and a comment is submitted, the comment is sent without the attachment. Previously, it would throw an error and not submit the comment. Is this intended? It's causing grief for our agents who are posting comments without realizing the attachments aren't sending. 


  • Elaine
    Zendesk Customer Care
    Hi Molly,
    I would like to take a closer look at your concern. I'm going to create a ticket on your behalf and let's continue from there. Kindly lookout for an email notification. Keep safe! :) 
  • Joshua McNair

    How can we add attachments to forms? 

  • Dave Dyson
    Zendesk Community Manager
    Hi Joshua,
    Ticket forms allow users to include attachments by default: see Designing your ticket forms for a better agent and end user experience

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