Opening up "has attachment" as a trigger/automation condition

21 Comments

  • Nicole S.
    Zendesk Community Team

    Thanks for the feedback, Neil. We'll be interested to hear if others have similar needs and what their use-cases are. 

     

    2
  • Konstantin Keller

    +1

     

    This will allow us to reduce the amount of triggers by 10-20x

    2
  • Brian Chow

    would love this feature as well too!

    4
  • William Bray

    I'd like this feature as well.  We see a couple of use cases in our org.  

    1. Trigger to tag tickets that have attachments.  This could be used in views, notifications, etc.

    2. Trigger an HTTP target to save attachments.  Example:  ticket is received w/ attachment.  Trigger sends HTTP request to an external logic app to retrieve attachment to save in a central file storage.

    Perhaps there's a better way to do all this, but opening up the "has attachments" condition in triggers/automations would allow a lot of flexibility in how we handle ticket attachments.

    7
  • Kevin van de Riet

    I'd also like this function.

    3
  • Jared

    At the moment we use a trigger/target which works for now but isn't the way we want to continue.

    This functionality would add so much value for my organisation, including but not limited to being able to properly filter views of tickets with or without attachments while maintaining the "Last updater" field which right now the trigger/target overwrites. It would also allow us to automate some of our workflow which will save us money (management love this idea).

    Zendesk please add this functionality!

    3
  • Matt McLean
    Community Moderator

    Allowing us to use "has attachment" in a trigger would allow us to automatically scan all new attachments with an external virus scanner such as https://www.reversinglabs.com/ https://www.opswat.com/ or the private API version of https://www.virustotal.com/ - this could potentially prevent the issue seen on this page:

    https://support.zendesk.com/hc/en-us/articles/115000833188--Users-are-getting-malicious-content-and-red-harmful-programs-warning-screens-when-trying-to-access-ticket-attachments

    Otherwise, a malicious attachment could be downloaded and cause Google "Safe Browsing" to flag our domain as "hosting malware" - for at least 12-72 hours while ZD responds to Google, deletes the malicious attachment on our behalf, and gets our domain re-checked and OK'd once again.

    2
  • Ken Bjonnes

    I would like this as well. One of our main services is having people sending in datalogs. I'd like to be able to build triggers specific to when we receive a ticket with one attached.

    2
  • Ashish

    Yes, even would love to have this feature as it will help us prioritize/de-prioritize or create a different workflow for tickets with/without attachments. Also, if this could be added as an option on the view page for tickets to sort it accordingly.

    2
  • Justin

    Hey Neil/Everyone,

    I can see a few use-cases here but all aligning with the common theme - the need to detect when a ticket has an attachment, either using a trigger/automation or by using it to filter views for example. 

    All of this should be possible if you have a private server, or if you are willing to use Google Apps Script.

    For example, you could have a trigger set up that detects created/updated changes to a ticket and send the ID off to an external application. This application would then be responsible for using the API to determine if there is an attachment. It could then add a tag to a ticket called "has_attachment" or you could use a numeric field with "attachment count" or something similar.

    If this is a solution that could work for you, I'd be happy to work with your budget and together on your requirements, just let me know.

    Alternatively, if you are a little tech savvy, check out my post here about how you can link your Zendesk with a Google sheet

    Justin

    2
  • Khalid Alali

    It would be huge to be able to prioritize tickets with attachments over other tickets e.g., by putting them into a separate view.

    2
  • Ayal Kellman

    Yes, would also love the ability to identify tickets with attachments. When developing our mobile app feedback form, we are interested to know how much space to give to the ability to add attachments. In order to evaluate that, we would like to know how many tickets we have with attachments and what is the average number of attachments per ticket with attachment. 

    Sadly, it doesn't seem like we can evaluate this even using Explore. 

    2
  • Mateusz Orzeszyna

    Indeed, it would be of great help to have a tag identification on tickets with attachments. We're dealing with quite a few of them and it would be useful to be able to target them in a separate view. 

    2
  • Thomas Miller

    This option would be great. 

    2
  • James Freeman

    Count me in! The idea of working with attachments to move tickets onto the right teams would be useful.

    2
  • Adrien Pouey

    The would be a huge value add to my organizations workflows and operational efficiency.

    I'm looking for a way to filter "out" any ticket inflows without an attachment going into a specific group and/or have them re-routed to another group.

     

     

    3
  • Naomi Watnick

    +1 

    1
  • Terry Ehrhard

    Any updates on getting this functionality in place?  Seems odd that this tag doesn't exist as soon as the ticket is created and we have a new business need to redirect traffic to certain teams based on attachments existing or not. 

    0
  • Haley Sims

    Would love for this feature to exist. We have a solid use case to detect attachments (they are time-sensitive). Would love to see this as a new feature/ field available in triggers and automations soon.

    0
  • Ken Bjonnes

    This seems like such an easy thing to add and would be so useful. I don't understand why they don't see the value in this

    0

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