Enabling attachments in tickets

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36 Comments

  • Amanda Gunn

    Is there a list of file types that are accepted and/or not accepted that can be attached?

    0
  • Brett Bowser
    Zendesk Community Manager

    Hey Amanda,

    There are no file type restrictions as far as I'm aware. If you're looking to restrict attachments, you can take a look at the Attachment Manager App which I've linked for you.

    I hope this helps!

    0
  • Amanda Gunn

    Thanks @... I appreciate the info!

    0
  • dave herder

    Regarding:

    Ok so agents, can still send attachments as "usual". What really changes is the fact that the end-user will have to login to the help center for them to be able to see the piece attached. If they don't have an account, that would be poor user experience.

    Is there any way to customize the authentication source?

    2
  • Daniel Eder

    Hi there,

    Is there really not a way to simply attach files to Social tickets - that isn't a workaround? 

    We have just upgraded our account and we are keen to ensure we can attach images in response to FB messenger enquiries - but seems this is still impossible!

    Thanks

    0
  • Chloe Geissler

    Hi Daniel, Can you please confirm if your FB is EU or not? If so, there are restrictions there we can dive into.

     

    0
  • Heike von PaulCamper

    After chasing for an answer or solution, the answer of the zendesk support concerning problems with attachments was that they do not have some, and I should follow the releases. This is a main functionality, but if the ticket is in dialog or the customer put their attachment in the mail - you might not receive important messages. I now tell customers when I need to ask them to send me attachments in several ways and attempts that Zendesk has no solution for this. Disappointing for a big player in the helpdesk software industry - but the problems with attachments are getting around in forums etc. Maybe the boomerang comes back. With regard an Enterprise Plan paying customer. 

    0
  • WhatsApp Connector

    Hello,

    Beyond the capability to attach files, we have published the following app in the marketplace that adds tags depending on the file extension (ri_application/pdf, ri_application/docx, ri_application/jpg, etc.). It also adds a tag (noattachments) if there are no attachments.

    https://www.zendesk.com/apps/support/respira-tag-files/

    0
  • Molly Katolas
    Zendesk Luminary

    We just upgraded to Agent Workspace and are noticing that if the attachment is too big and a comment is submitted, the comment is sent without the attachment. Previously, it would throw an error and not submit the comment. Is this intended? It's causing grief for our agents who are posting comments without realizing the attachments aren't sending. 

     

    0
  • Elaine
    Zendesk Customer Care
    Hi Molly,
     
    I would like to take a closer look at your concern. I'm going to create a ticket on your behalf and let's continue from there. Kindly lookout for an email notification. Keep safe! :) 
    0
  • Joshua McNair

    How can we add attachments to forms? 

    0
  • Dave Dyson
    Hi Joshua,
     
    Ticket forms allow users to include attachments by default: see Designing your ticket forms for a better agent and end user experience
    1
  • Anita Rajkumar

    Allowing end users to attach files to tickets-

    it will allow Max of 2mb  not 5 mb (scenario 2)

    Is that right?

    0
  • Giuseppe
    Zendesk Customer Care

    Hi Anita,

    Ticket/email attachments should follow the limit specified in the article:

    • Email attachment (meaning an inline and appended attachment) limit for a single file is 7 MB.

      The total of all email attachments cannot exceed 10 MB. When these limits are exceeded, Support will attempt to process the attachment as a linked attachment instead.

    • Linked attachment for a single file is 50 MB.

      If you try to attach a file that is larger than 50 MB, an error message will display and inform you that the file is too large. The attachment will be dropped, meaning it will not be attached to the ticket (as either an email or linked attachment).

     

    For web forms in Help Centers, there's normally a separate "Attachment" field where users can add their attachments:

    And this should still follow the limitations set above.

     

    Did some digging on error message in the screenshot you've sent and found that this limitation is present in Community comments (like in this thread):

    • Articles images and attachments: 20MB per file or image upload
    • Community post and comments images: 2MB per file or image upload

    Reference article: What are the attachment limits in Help Center?

    Basically, users shouldn't receive this error in a web form when submitting a ticket and they should be allowed to upload attachments normally.

    0
  • ecology0

    This was all working fine until a few days ago. I have changed nothing. A picture attached to a ticket will not display in my browser (I have already cleared the history, and tried three different browsers). Pictures that were displaying OK a few days ago are no longer displaying. I get the broken image icon

    If I open the same ticket in the app on my phone, the image displays OK, (so it's not an account settings issue, I've already checked, and user attachments are enabled),  but I need the image files on my desktop computer. The files are small. I've tested with both jpg and png. Nether will display.

    If I try to download a (non displaying) image, I get this error

     

    Third party cookies are enabled (which is a separate, very annoying issue).

    1
  • Dane
    Zendesk Engineering
    Hi ecology0,
     
    I would like to investigate on this one further. I have created a ticket for you and let's continue from there. Please wait for an email notification on it.
    0
  • ecology0

    I replied to the ticket. I have discovered that the issue is cased by my use of a VPN and I can reproduce (and thankfully solve), it at will, though it is annoying.

    If you need to discuss the matter further, please do so by emailing the address I left in the ticket. That's the address that goes through our zendesk ticketing system.

    0
  • Shawnna Innis

    We are seeing an issue in our Zendesk instances that attachments are now all sending as links to the end users (although they show as files in the agent comments) in spite of having the setting "Include Attachments in Emails" configured correctly, file sizes being appropriate and no private attachment settings configured.  This appears to have just started in the last three days - is anyone else experiencing this or know how to work around it?

    0
  • Naresh Chevuri

    Hi Team, I have created a form to submit a request for end-users, but in the description, the users are unable to add any image either an "insert image" option is not available. Tried copying and pasting directly into the description but no joy.

    0
  • Dane
    Zendesk Engineering
    Hi Naresh,
     
    The option you are selecting is for the Hyperlink. Attachments is located below the form. First make sure that the option is enabled in Admin Center > Object and Rules > Settings.
     

     

    0
  • Naresh Chevuri

    Hi Dane,

     
    The following option is enabled in my settings.
     
     
    But in the description of submitting a request, the end-users are not getting an icon to "add an image" 
     
    If the ends are trying to add any screenshots or images in the description, this option is not available.
     
     
     
    Please check and advise how to enable this icon or feature in the description itself instead of another field for attachments.
     
    Regards,
    Naresh
    0
  • Naresh Chevuri

    @ Dane Adriano, Hi Dane, Please check and help out, how can we add attachments in the description only (don't have an icon to add any images or unable to paste the image directly) instead of going for another attachment field?

     

    0
  • Naresh Chevuri

    @Giuseppe, Could you please have a look at my issue and advise?

    I was been waiting but "there is no response from Dane, Could someone help out me.

    Why I'm not getting this additional icon in my form to add images or any attachments.

    My form is limited and doesn't have an option.

    The following settings are already enabled.

     

    Regards,

    Naresh

    0
  • Dane
    Zendesk Engineering

    Hi Naresh Chevuri,

    For immediate assistance, you can always contact us through Messaging,

    I have created a ticket for you to continue investigating the behavior of your ticket form. Please wait for my update via email.

    0
  • Naresh Chevuri

    Hi Dane, Thanks for your reply!

     

    0
  • Phil Kneller

    Hi,

    Our agents are having an issue when it comes to dragging and dropping attachments on to tickets.

    If they have multiple tickets open, and they are working on the first ticket in the queue, dragging a file into this ticket does not work. Instead it will be attached the the next email in the queue.

    No changes have been made and I can't see any settings that would have been enabled to make this happen.

    Thanks.

    0
  • Jason McDonald

    Hi,

    Some of our customers reporting today that they're not seeing attachments (paperclip attachment, not inline) on their end. You can see it in the Zendesk ticket but it's not showing on customer email.

    Tested with my own personal  email address and it appears to be the case.

    After some searching I went to Admin Centre > Objects and Rules > Ticket Settings and enabled "Include attachments in emails" and it has resolved it. 

    No changes had been made prior to this issue occuring but we never had issues with attachments before today. Has there been an update or release that could have affected this? 

    0
  • Dane
    Zendesk Engineering
    Hi Phil,
     
    When it comes to this kind of behavior, simply clearing the cache and history of the browser will resolve it. Once done and the issue persisted, please contact our support directly and we'll be glad to help.
     
    Hi Jason,
     
    Based on the behavior and how you resolve it, it's possible that you were using the rich text placeholders for your notification. Previously it was not working as expected, for it still sends attachments even though the option to include attachments is disabled. When a fix has been deployed it affected some accounts that have the similar settings as yours.
     
    Hope this helps!
    0
  • Elena Urday

    Hi,

    Is there any App that allows receiving tickets with bigger-size attachments (1GB)? 

    I appreciate any recommendations!

    Thanks!

    0
  • Mark

    How about auto-detecting voicemail attachments from external addresses?

    We have an existing phone number outside of ZenDesk which people call into to leave VMs.  Our systems take the recording and forward it to an email address.  

    We can send these emails with the VMs attached into ZenDesk and have tickets automatically created from them, but the VMs don't get detected and transcribed, so it is not as nice and clean as using a ZenDesk number.  

    Is there any way to have these forwarded VMs detected and transcribed as though it was a ZenDesk number being called into and a voicemail left on it?

    0

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