Hi there!

My name is Jolyn Isabelo from the Asia Customer Success team. One of the queries I get asked a lot from my clients is: How do I customize the Attachments field on a ticket form under the Guide product? 

Here are 3 possible workarounds:

1) Customizing the Attachment field

(a) Development Work via JS script

Add script code that looks for an attachment to be present, if not it will throw an error.

This strategy is mainly development work on the webpage or app, but this article explains more with regards to the customization of Zendesk Guide, “Customizing your Help Center theme”. This works for those use cases where you require a customer to attach a file. You can read more on this article “Requiring a ticket attachment if a particular dropdown option is selected”.

(b) Custom Dropdown Field

Another possible workaround would be to implement a custom dropdown field that is required to submit a ticket. "Have you attached any files? (Yes / No)", you can read more here, “Adding custom fields to your tickets and support request form”.

Another option is to engage our Professional Services to help you achieve this, please contact your Account Executive or Customer Success for more information.

2) Ticket Forms in Mobile

For mobile apps, ticket forms are not readily available as webforms via SDKs, but you can create your own webform in mobile and extract the custom fields using our APIs.

Documentation about how to retrieve ticket form ids and custom field ids is available here, “Adding metadata to tickets created by the Mobile SDK”.

3) Regarding Zendesk Mobile SDKs, below are some resources that would be a great start for your developers:

Zendesk SDKs: “Zendesk Embeddables: Embeddables docs”

HelpCenter SDKs (Support iOS): “Adding Help Center”

HelpCenter SDKs (Support Android): “Adding Help Center”