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Attachments (file not link) via trigger for automated transfer



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Stephan Marzi

Zendesk Luminary

Posted Jun 06, 2023

We would like to run triggers for automated transfer of documents to a 3rd party (Order Entry). Our interest is to send a file (.pdf, .doc,.xls etc.), so that the file can be used for order booking and the agents order is also stored in zendesk support. 

Unfortunately a trigger can only provide a link for the attachment received and no file itself can be forwarded. For sure we can solve the problem externally, but for us the feature would be very useful (especially in B2B businesses).

Do you see further possibilities to settle things?


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7 comments

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Bailey Whitaker-Lea

Zendesk Product Manager

Hi Stephan Marzi PM for Triggers & Automations here. 

Do you mind providing a little more detail on the trigger action you are using? 

Do you also have the include attachments setting enabled? 

Thanks!

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Stephan Marzi

Zendesk Luminary

A forwarding of messages via trigger and mail will not add the original file to the message (side conversation etc.). This would be of interested because we would like to send the purchase orders also to an order entry system, so that they can be automatically created.

Thanks!

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Bailey Whitaker-Lea

Zendesk Product Manager

Got it, so you need to send the order info to another system. Is your current trigger using a webhook? Email? External app? Something else? 

Knowing which trigger action you are currently using will help me route this request to the appropriate PM for prioritization. 

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Stephan Marzi

Zendesk Luminary

Nothing finally implemented. I just tried to figer out a way how the file cn be transferred.

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Bradley Smith

Zendesk Luminary

Hi all,

I am also trying to overcome this issue.

At present, a requester links a PDF attachment to their ticket - and a trigger automatically sends all information to a third-party supplier. However, all of the placeholders i have tried - only link to the PDF and not attach it. The supplier cannot open this link as they are not in Zendesk.

Is there a way to attach the original document? It can be done via a macro but this involves an agent touching the ticket which we want to avoid.

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Same problem as above, we would like to automatically send a pdf leaflet and an email to the customers in certain situations to boost the efficiency of the team, and at the moment seems like we can't really do it in any other way than file hosting and then attaching a url.

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Hey, we also need to attach documents on our auto-triggered messages, instead of just links. Any updates on when we will be able to do that?

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