Attachements in Facebook tickets - Impossible


  • Dave Dyson
    Thanks for the feedback, Anne-Sophie!
  • Daniel Marin

    Would there be any update on this feature? 

  • Luyolo Dungelo



    We need this feature enabled please

  • Luke Bradshaw

    Audio recording attachments do not come through in tickets either. Please consider adding this, as it's absence largely defeats the purpose of the integration if our agents have to leave Zendesk to get all of the required information from the customer.

  • Raphaël Péguet -

    Just a tip for this one: 

    For attachments that you send often you can choose to create a macro with the url to the file and a message such as:

    "Click on this link to download our image:"

    To stock all your frequent send attachment you can use the free app attachment library or create a macro family named:




    The URL will be clickable on the end user side

  • Amie Brennan

    Hey Raphaël Péguet - @...

    The link in the last post is broken. Is it possible to get that fixed? 



  • Dave Dyson
    Hi Amie! 
    I think the URL in Raphael's comment is just an example -- you'd create a macro with a link to an image in your own help center article or community post. 
    However, they do mention the Attachments Library app, which is included as part of the Attachment Manager app in our apps marketplace.
  • Yes it was just an example :-)

  • Amie Brennan

    Thanks, everyone. 

    As an update to this, I've found that if you link Facebook Messenger via the new messaging option in Zendesk, you can send attachments like normal in the DMs by just dragging and dropping the attachment on the ticket and send away. I've tested this and can confirm it works. 

    Hope this helps someone in the future. :)

  • Amie Brennan

    Thank You so much !! That's awesome :)


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