Attachements in Facebook tickets - Impossible
If we handle a ticket comming from Facebook Messenger, we can't attach a pictures or something else to answer to users. Whereras we can do it in internal note.
We also don't have the tool bar.
That's not very convenient and it would be good to do an update about it.
Thanks and regards.
Thanks for the feedback, Anne-Sophie!
Would there be any update on this feature?
We need this feature enabled please
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.
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: https://support.zendesk.com/hc/en-us/community/posts/image.png"
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
Hey Raphaël Péguet - Officers.fr @...,
The link in the last post is broken. Is it possible to get that fixed?
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 :-)
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. :)
Thank You so much !! That's awesome :)
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