Recent searches


No recent searches

Attachments and CCs

Common questions about ticket attachments and CCs, followers, and @mentions.


Why do the email addresses swap between the To and CC fields in some tickets?

Question Why do the email addresses swap between the To and CC fields in some tickets? Answer This happens when the s...

Edited Feb 10, 2025

0 votes  ·  0 comments

0

Votes

0

Comments


How can I redact attachments on closed tickets with the API?

Question How can I redact attachments on closed tickets with the API? Answer You can redact attachments on closed tic...

Edited Nov 12, 2024

0 votes  ·  0 comments

0

Votes

0

Comments


Why is my storage full after deleting tickets?

Question I deleted tickets, but my storage is still full. Why is that? Answer Your storage might still appear full af...

Edited Oct 16, 2024

0 votes  ·  0 comments

0

Votes

0

Comments


Error: Image cannot be pasted due to authentication requirements

Issue symptoms When I add inline images to tickets, a pop-up appears with the error message Image cannot be pasted du...

Edited Jan 22, 2024

0 votes  ·  1 comment

0

Votes

1

Comment


Why do I receive a missing attachment notification when submitting a ticket response?

Question When I submit a ticket response, Zendesk shows a Missing attachment? notification, but my reply doesn't incl...

Edited Nov 29, 2024

0 votes  ·  4 comments

0

Votes

4

Comments


Can I automatically CC all users in an organization?

Question Can I configure a business rule to automatically CC all end users within an organization on a ticket submitt...

Edited Jan 22, 2024

2 votes  ·  2 comments

2

Votes

2

Comments


Why are CCed users not receiving emails?

Question When I CC a user, they are not receiving an email. How do I make sure the people I CC get a notification? A...

Edited Dec 04, 2024

3 votes  ·  4 comments

3

Votes

4

Comments


How can I tell what version of CCs I am using on my account?

Question Why am I seeing references to multiple CC experiences? How can I tell what version of CCs I am using on my a...

Edited Jan 22, 2024

2 votes  ·  0 comments

2

Votes

0

Comments


Are incoming ticket attachments scanned for viruses?

Question Are incoming ticket attachments scanned for viruses? Answer Zendesk has an online system that scans uploade...

Edited Jan 22, 2024

14 votes  ·  27 comments

14

Votes

27

Comments


CCed email address not added to my ticket

Question Why didn't Zendesk add a CCed email to my ticket? Answer In most cases, this issue results from not having t...

Edited Jan 22, 2024

9 votes  ·  0 comments

9

Votes

0

Comments


Can I attach files to tickets using the API?

Question Can I attach files, such as photos, to a ticket using the Zendesk API? Answer Yes, when a file is attached t...

Edited Dec 04, 2023

7 votes  ·  25 comments

7

Votes

25

Comments


Can I report on skipped tickets in Guided mode?

Question Can I report on skipped tickets in Guided mode? Answer There isn't a reporting functionality for ticket data...

Edited Aug 21, 2024

4 votes  ·  11 comments

4

Votes

11

Comments


Can I change the attachment size limit in ticket comments?

Question Can I change the attachment size limit in ticket comments? Answer It is not possible to increase the attachm...

Edited Jan 22, 2024

18 votes  ·  13 comments

18

Votes

13

Comments


How do I generate a user's last login date list?

Question How do I generate a list of or a report of the last login date of users in my Zendesk Support account? Answe...

Edited Aug 02, 2024

9 votes  ·  5 comments

9

Votes

5

Comments


How can I remove attachments from tickets?

Question I only want to delete attachments and not the ticket. How do I delete attachments without deleting the tick...

Edited May 31, 2024

10 votes  ·  21 comments

10

Votes

21

Comments


How do I add images into the body of a ticket?

Question How do I add images into the body of a ticket rather than as attachments? Answer First, choose which kind of...

Edited Jan 21, 2025

8 votes  ·  6 comments

8

Votes

6

Comments


Can I prevent customers from adding people to CCs?

Question I frequently use the CCs feature in my account and want to know if it is possible to have only agents adding...

Edited Jan 22, 2024

0 votes  ·  2 comments

0

Votes

2

Comments


How can I download all attachments in a ticket?

Question Is it possible to download all ticket attachments in Zendesk Support? Answer Zendesk Support does not have a...

Edited Jan 10, 2025

10 votes  ·  19 comments

10

Votes

19

Comments


Why can't I BCC?

Question Why can't I BCC users on tickets in Zendesk? Answer In Zendesk BCC's are not recognized and are not supporte...

Edited Jan 10, 2024

17 votes  ·  7 comments

17

Votes

7

Comments


Users see red warning screens when trying to access Zendesk or ticket attachments

Issue symptoms My agents and customers see red screens when they try to access URLs that lead to my Zendesk account t...

Edited Aug 21, 2024

5 votes  ·  0 comments

5

Votes

0

Comments


Is it possible to make ticket attachments password-protected?

Question I would like to secure the file attachments sent within tickets to end users with a password. Is this possib...

Edited Jan 10, 2025

0 votes  ·  0 comments

0

Votes

0

Comments


Troubleshooting common attachments issues

If you encounter problems with attachments in Support, use this guide to find solutions to the most common issues. Th...

Edited Jan 10, 2025

9 votes  ·  0 comments

9

Votes

0

Comments