Attachment API suddenly not working correctly

9 Comments

  • Devan - Community Manager
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    Hello Scott,

    First thing I would ask you to check is if you've changed the setting that requires you to be logged in your download attachments? 

     

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  • Thiago Allessandrini Soeiro
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    I'm facing the exact same problem.

    Any update on this?

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  • Brett - Community Manager
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    Hey Thiago,

    I'm going to bring this into a ticket on your behalf so our Customer Advocacy team can dig into this further.

    You'll receive a follow-up email shortly stating your ticket has been created.

    Cheers!

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  • John Heemskerk
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    Not sure if we're having the same issue but our attachments are always send as a link and not a psychical attachment even tho we've enabled the feature.

    This used to work in the past. 

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  • Brett - Community Manager
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    Hey John,

    Any chance you could provide a screenshot of what you see on your end when you navigate to Admin>Settings>Tickets>Attachments? Do you happen to have Require authentication to download enabled on your account?

    This would automatically disable the Include attachments in emails option on your account.

    My last question is, are you adding this attachment from your web browser?

    Let me know!

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  • John Heemskerk
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    Hey Brett,

     

    Thanks for your reply!

    Require authentication to download is disabled.

    We've tried to add the attachments via drag and drop, or via Zendesk's add attachment option but this makes no difference, we're using Google Chrome as our browser. 

    It used to work in the past but not anymore or not consistent.

    Are we doing something wrong?  

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  • Brett - Community Manager
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    Hi John,

    How large is the file you're trying to attach to the ticket? I'm wondering if the issue is originating from there. If not, I'm going to generate a ticket on your behalf so our Customer Advocacy team can dig into this further.

    Cheers!

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  • John Heemskerk
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    Hi Brett,

    That actually solved the issue!

    A bit strange as the video file is only 8 mb and the other file just a couple of kb.

    Our understanding was that we could send / receive items up to 20 mb (with enterprise).

    Anyway thanks for your help Brett! :) 

     

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  • Brett - Community Manager
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    Happy to help John :) 

    Let me know if you have any other questions!

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