Remove email attachments from auto response? (Reopen)

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11 Comentarios

  • Nicole S.
    Zendesk Community Team

    Hi Alessandro,

    It looks like Dwight did answer your question, and found that there wasn't a way to automatically remove the attachment from the response due to the way you have it set up to attach when the ticket is created. 

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  • Alessandro Merlo

    WIll anyone answer my question?

    0
  • Alessandro Merlo

    Is there another way I can set it up then?

    0
  • Devan - Community Manager
    Zendesk Community Team

    Hello Alessandro Merlo,

    As the base Product Currently stands no. What I would recommend is posting feedback in our Product Feedback forums so our developers can consider making changes in future product updates. 

    Best regards.

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  • Logan Travis

    I would appreciate a better answer to this request. We too have an automatic response trigger and I can find no way to remove attachments. Please note the "ticket.comments" variable is not available as this trigger runs upon ticket creation. The trigger did include "ticket.description". Removing that variable did not remove the attachments.

    I have considered creating a hack-y workaround:

    • Do not send the email in the initial trigger
    • Instead, add a 'new' tag
    • Add another trigger that finds tickets with the 'new' tag
    • In that trigger, remove the 'new' tag and send the email

    That would allow me to use "ticket.comments", correct? Any better solution?

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  • Heather Rommel
    Community Moderator

    Hi Logan Travis

    Would one of these placeholders work for you?

    comment.value_rich

    ticket.latest_comment_rich

    Per this article: https://support.zendesk.com/hc/en-us/articles/203662156-Zendesk-placeholders-reference 

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  • Logan Travis

    Hi Heather:

    Thank you for your reply. I checked and neither of those variables are available for this trigger. It runs at ticket creation.

    To highlight the underlying problem: Email actions in ticket creation triggers always include attachments and we need a way to disable that behavior. All the proposed solutions only work in non-creation triggers as they rely on variables not available to a creation trigger.

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  • Heather Rommel
    Community Moderator

    Hi Logan Travis

    I think I know what you're talking about! I've checked my own account and this looks to be true. It seems like Zendesk will include attachments from the ticket *whether or not* we use a comment placeholder (and even if we use NO placeholders!)

    Let me see if we can get you (and me) some insight into this.

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  • Logan Travis

    Fantastic! Thank you again, Heather.

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  • Brett Bowser
    Zendesk Community Team

    Hey Logan,

    Thanks for taking the time to share your findings with us! I'm going to generate a ticket on your behalf as I find it odd that attachments are still sending even when placeholders are not being used in the trigger.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

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  • Logan Travis

    Thanks Brett. I received notice for the support ticket and look forward to us solving this oddity.

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