How can I troubleshoot attachments issues?

Question

How can I troubleshoot attachments issues?

Answer

The most common problem with attachments is when a customer tries to send an attachment that's too big. In this case, a warning appears in the related ticket comment letting you know. 

Ensure your file is within the size limits for your plan. Zendesk Support also offers a Box app integration to help share large files. When attachments are sent via email, the MIME email encoding expands the attachment in size by 33%.

If the user sends in a file too large for the plan type, an error message indicating the file was too large appears and the file is not attached. The error is also logged in the audit trail as an event. To see it, view all the events of the ticket.

Note: Images work differently because if you use Markdown, you can embed the image into the body of the message. The displayed image must be a public-facing link.

For more details about ticket attachments, see the article: Enabling attachments in tickets.