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Enabling attachments in tickets



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Amy Malka

Zendesk Documentation Team

Edited Dec 06, 2024


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40 comments

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Joyce

Zendesk Customer Care

Hello Mark,
 
Creating voicemail tickets that are similar to call tickets created from a Zendesk Talk number can only be achieved when using Talk Partner Edition API. If the voicemail is being sent to Zendesk via an email attachment, that will remain as an attachment in the ticket created.
 
Hope this clarifies!

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Is it possible to configure ZenDesk to automatically apend/prepend the ticket number in the filename of all attachments uploaded by customers/clients?

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This Zendesk documentation appears incorrect or outdated;

Attachment size limitations

Email and web form attachment limits are as follows:
  • Email and web form attachments (meaning an inline and appended attachment) limit for a single file is 7 MB.

    The total of all email attachments cannot exceed 10 MB. When these limits are exceeded, Support will attempt to process the attachment as a linked attachment instead, except for in side conversations.

  • Linked attachment for a single file is 50 MB.

    If you try to attach a file that is larger than 50 MB, an error message will display and inform you that the file is too large. The attachment will be dropped, meaning it will not be attached to the ticket (as either an email or linked attachment).

 

I have tested Emails received in Zendesk support, creating tickets.  If the email contains an attachment greater than 50mb, then the attachment will not be in the ticket, just as bullet 2 says above.

However, with respect to bullet 1, I am seeing that the total of ALL emails in a single attachment, is NOT limited to 10mb.  I need to know what the Total limit actually is please.

I tested several scenarios. 

#1 - A single email with attachments of 48mb and 6mb.  Email was received with both attachments.

#2 - A single email with attachments of 15mb, 6mb and 2mb.  Email was received with all 3 attachments.

Please explain what the Total attachment size limit is for a single email.

Thanks

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Mike DR

Zendesk Customer Care

Hi Alex!

That isn't available yet but we do welcome you submitting product feedback here: Giving Product Feedback at Zendesk

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I am hoping someone can clarify the inbound limit on attachments on emails?  I receive Remote server returned '550 5.7.0 Local Policy Violation - MaxSize Violation for an email with an attachment of 38MB, but I do not for one of 23MB.

I believe this article refers to the outbound limits?

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Gab

Zendesk Customer Care

Hi Bryan, 
 
If you try to attach a file that is larger than 50 MB, an error message will display and inform you that the file is too large. The attachment will be dropped, meaning it will not be attached to the ticket (as either an email or linked attachment).
 
That being said, I've created a ticket on your behalf where I'd be glad to assist you further and continue the conversation there. 

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Note: Include attachments in emails doesn't appear and can't be enabled if secure downloads is enabled. Additionally, when you enable secure downloads, agents can't copy and paste images from their computer into ticket comments.

Whilst I understand why this is in place it does conflict with workflows, for example;

- We have agents wanting to receive and send attachments (sometimes containing sensitive data)

- These attachment recipients should not be logged in nor have an account and should be able to receive the attachments as attachments in an email.

- The attachments should only be accessible via logged in Agents (enable secure downloads) and recipients of the emails from the tickets in which they raise (enable email attachments).

 

It would be good to understand if we can be a bit more granular with what ‘Enable Secure Downloads’ affects, having it blanket for both agent and customer side can be counter intuitive and break the experience for the customer.

 

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Paolo

Zendesk Engineering

Hi Sam,
 
Thank you for sharing your Feedback! I encourage you to create a new post in the General Product Feedback topic in our community to engage with other users who have similar needs and discuss possible workarounds. Conversations with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
 
We truly value customer feedback and your voice and votes in the forums help influence future Zendesk functionality.
 
Best,
Paolo | Technical Support Engineer | Zendesk
 

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Good Day,

 

Is there any way to not save attachments (or use linked email attachments) only for tickets generated from our specific mailbox?

 

Thanks!

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Paolo

Zendesk Engineering

Hi Valentyn,
 
Good day. Apolgies but I'm a bit confused about the use case here. Can you provide some samples? You may also reach out to our Support Team and provide as much information as possible. Our Support Team can provide specific solutions to your concerns. For more information, please refer to this article: Contacting Zendesk Customer Support.
 
Best,
Paolo | Technical Support Engineer | Zendesk

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