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Send notification to external target including attachment

Answered
image avatar

Daniel Janeš

Posted Oct 04, 2018

Hello,

 

iam tryting to send notification to external mailbox with attachment, not just link to attachment, but with file, which is really attached to original message. Is it achievable?

My goal is to send every message which is going in our out certain Zendesk group with all attachments. Iam able to make it working with external target defined and trigger which shoot it, see picture:

If I use "attachment.filename" or/and "attachment.url" placeholders I get name of file or link to file stored in Zendesk. Its not working solution because closed ticket get archived after some time and then even deleted. I need to store data in external mailbox for longer time period, is there any solution with notification and tragger with build in placeholders please?

 

Thank you very much

 

Daniel

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3 comments

Date
    image avatar

    Socorro Fernandez

    Hey Daniel!

    Even if you have the option of enabling attachments to include them directly in the email found here:

    https://support.zendesk.com/hc/en-us/articles/204265396-Enabling-attachments-in-tickets#topic_yfj_1nx_xdb

    My understanding is that it will still only send the url of the attachment to your target, since the target is somewhat separate from the ticket that is being created or updated and only referencing it.

    If you do have the above option to enable attachments enabled, a potential work around could be adding that external email address as an end user to your Zendesk account and creating a trigger to email a user rather than notifying a target. This email notification would include the attachments directly.

    This may totally depend on your process as a whole but just wanted to provide this potential solution.

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    Altogether Group Pty Ltd

    Hi @...

    Can you please tell me the steps to add an attachment in a trigger please. I cannot find the action that will do this in my trigger options

    This email notification would include the attachments directly.

     

    thanks

    Brendan

     

     

     

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    image avatar

    Erika Camille Sundian

    Hi Brendan,

    I understand that you're looking for ways on how to add an attachment in a trigger. Your need is understandable, but currently, that's not quite possible on the native features that we have, to add an attachment to business rules; As a workaround, you could host the file you wish to attach publicly and include a link to the document.

    For more information, you can see Adding attachments to ticket comments

    Also, I would recommend you post about this or any other idea you can have in our Product Feedback Forum so our Product Managers might consider implementing this; they monitor them frequently.

    I hope this helps, if you have additional questions please let us know! :)

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