Attachment reminder rethink
The way attachments appear in ticket emails has been a bit difficult for some customers for quite a while.
In this tip, we outline a different way to think of attachments, and a way to remind yourself and your agents. The reasons why...
- There is really no such thing as an attachment in Zendesk, simply links to uploaded files.
- People get confused over the word 'attachment' as they cannot find it in the outlook header where a true attachment would be.
- This tip uses existing functionality to kill two birds with one stone
Attachment Notifier
- Install the 'Keywords' App from the App marketplace
- Add the words Attachment and Attached (and any other variations used) to the Keyword settings
- This will prevent updating the ticket completely if these words are present
- When this happens - reword to NOT include the words by adding in line links... examples below...
Instead of this...
Write this!
- Simply upload your file - right click the file and copy the link
- Enter and highlight your download text.
- CTRL-B for Bold, CTRL-K for link dialogue, CTRL-V for Paste - ENTER!
OR Better Yet! - uses :paperclip: emoji.
I've also used CTRL-U for underline.
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Nice tip! It reminded me of something we do with large images in our articles by taking the attachment URL and linking it to a new window.
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Nice tip indeed!
One small limitation to this though is with picture attachments.
Sometimes you may not want a picture displayed in the body of the email when too large or too numerous.jpg/png/tif/gif don't immediately give you a right clickable link upon upload and you're forced to send a dummy internal note to get access to the link. You can then create your real note into which you can hotlink the picture url from the previous note.
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Thanks for your comment and insight, Glenn! Also I see that this is your first post - welcome to the community!
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Hello Glenn,
You need to attach the jpg, gif etc... not embed it. When you drag/drop the image you should see an option to inline it, or attach it. The options should be available if you attach.
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I'm really not a fan of this solution, especially since we can actually have attachments to tickets.
I really need a reminder because so much of my process is handled with macros, and the one thing that doesn't happen in ZD is actually adding the attachment.
I also distinctly recall ZD having a reminder where if I say 'attached' or something along those lines, but nothing is attached, I get a reminder. I would very much like to see this return.
See: https://support.zendesk.com/hc/en-us/community/posts/205671868-No-attachement-warning-message
Why was the functionality removed?
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