Question
When I submit a ticket response, Zendesk shows a Missing attachment? notification, but my reply doesn't include ticket attachments. Why do I receive this message?
Answer
The message Missing attachment? is prompted by specific words and phrases to make sure you haven't missed a ticket attachment in your ticket reply. Find below the words and phrases that prompt this message.
- is attached
- I'm attaching
- I am attaching
- are attached
- see the attachment
- find attached
- see attached
- see attachment
- see attachments
- attachments included
If your reply doesn't need an attachment, select Yes, send anyway to bypass the message.
Note: The feature matches the language field of your agent profile with the language being recognized.
4 comments
Mustafa Saljoki
Is there a way to modify this alert and add other words?
As an example, the macro uses a boiler plate which contains [PLACEHOLDER] to enter like a price or something that needs to be filled in manually. If the agent forgets to enter this, an alert similiar to that in the picture pops up and prevents the agent to send the mail to the customer.
I think this would be really helpful and can help ZenDesk users to prevent miscommunication.
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Ivan Miquiabas
Thanks for reaching out! I'm afraid there is no way to edit that notification as we speak, this is an internal workflow created in Zendesk not to miss proper communication in dealing with attachment in tickets. Though its a valid feedback, I would encourage you to write a feedback so that our Product Managers can have visibility.
Cheers!
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Ron de Vries
Hi Ivan Miquiabas
This doesn't seem to work for all languages? Our ZD is set on English but we also support the Dutch language. When writing “zie bijlage” (see attachment) the pop-up doesn't show..
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Darenne
Have a lovely day!
0