I recently discovered, after chat with Zendesk support that even when you have set Zendesk to attach files ‘properly’ (i.e. as a file attachment to the outgoing email), if you reach a size limit of 7Mb then Zendesk converts it to a link without warning or notice.
As product feedback, it would be good for the Agent to be shown some notice or warning of when attachment link will be created instead, so they can tell the recipient(s) of their public comment.
We used to have to write ‘see the link at the bottom of the email’ in our public comments, because if you didn’t then people would always miss the link, especially on an email chain of more than a few exchanges. Now if an end user is used to receiving attachments, there is now way they will think to look for a link, it is so counter-intuitive. So Agents really need to know that their attachment is going to be included that way so they tell the recipient, because they currently don’t; believing they will be ‘properly’ attached as per the settings.
Also a note by the ticket box to activate this in Settings would not go amiss, that way everyone can be trained accordingly.
Whilst the file size of 7Mb is paltry and an increase would be great, the handling for Agents is an easier win to save a lot of confusion.