Enabling attachments in tickets

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18 Comments

  • Amanda Gunn

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

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  • 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!

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  • Amanda Gunn

    Thanks @... I appreciate the info!

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  • Dave Herder

    Regarding:

    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?

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  • 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!

    Thanks

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  • 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.

     

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  • 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. 

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  • Guillermo Prieto

    Hello,

    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.

    https://www.zendesk.com/apps/support/respira-tag-files/

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  • 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. 

     

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  • 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! :) 
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  • Joshua McNair

    How can we add attachments to forms? 

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  • 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
    1
  • Anita Rajkumar

    Allowing end users to attach files to tickets-

    it will allow Max of 2mb  not 5 mb (scenario 2)

    Is that right?

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  • Giuseppe
    Zendesk Customer Care

    Hi Anita,

    Ticket/email attachments should follow the limit specified in the article:

    • Email attachment (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.

    • 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).

     

    For web forms in Help Centers, there's normally a separate "Attachment" field where users can add their attachments:

    And this should still follow the limitations set above.

     

    Did some digging on error message in the screenshot you've sent and found that this limitation is present in Community comments (like in this thread):

    • Articles images and attachments: 20MB per file or image upload
    • Community post and comments images: 2MB per file or image upload

    Reference article: What are the attachment limits in Help Center?

    Basically, users shouldn't receive this error in a web form when submitting a ticket and they should be allowed to upload attachments normally.

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  • ecology0

    This was all working fine until a few days ago. I have changed nothing. A picture attached to a ticket will not display in my browser (I have already cleared the history, and tried three different browsers). Pictures that were displaying OK a few days ago are no longer displaying. I get the broken image icon

    If I open the same ticket in the app on my phone, the image displays OK, (so it's not an account settings issue, I've already checked, and user attachments are enabled),  but I need the image files on my desktop computer. The files are small. I've tested with both jpg and png. Nether will display.

    If I try to download a (non displaying) image, I get this error

     

    Third party cookies are enabled (which is a separate, very annoying issue).

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  • Dane Adriano
    Hi ecology0,
     
    I would like to investigate on this one further. I have created a ticket for you and let's continue from there. Please wait for an email notification on it.
    0
  • ecology0

    I replied to the ticket. I have discovered that the issue is cased by my use of a VPN and I can reproduce (and thankfully solve), it at will, though it is annoying.

    If you need to discuss the matter further, please do so by emailing the address I left in the ticket. That's the address that goes through our zendesk ticketing system.

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  • Shawnna Innis

    We are seeing an issue in our Zendesk instances that attachments are now all sending as links to the end users (although they show as files in the agent comments) in spite of having the setting "Include Attachments in Emails" configured correctly, file sizes being appropriate and no private attachment settings configured.  This appears to have just started in the last three days - is anyone else experiencing this or know how to work around it?

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