• Ivan Kostov

  • 2022年01月24日 15:52
  • 編集済み

  Hi all,

  We are experiencing the same issue with attachments. No changes were implemented prior, and the problem started appearing today.

• Ivan Kostov

  • 2022年01月25日 07:25

  Did some research and it turns out if you use {{ticket.latest_public_comment}} variable, despite having  Include attachments in email enabled, does not pass attachments to the end-user only text comments. We've managed to solve the issue by adding formatting - {{ticket.latest_public_comment_formatted}}. The downside is that the contents of the comment are displayed with Zendesk's default styling. 

• Cedric Easton

  • 2022年01月25日 07:28

  That must be new though. We have always used that variable and the attachment issues only arose yesterday. I wonder if something in the functionality on Zendesk side has been changed.

  https://support.zendesk.com/hc/en-us/articles/4408886858138-Zendesk-Support-placeholders-reference
  This reference hasn't been updated in two months though. I would still consider this to be a bug rather than an intended change.

• Ivan Kostov

  • 2022年01月25日 08:09

  In my view, it is a bug and I am addressing it to their support team.

• Venn Villanueva

  • 2022年02月03日 05:27

  Hi Ivan and Cedric,

  Thanks for raising this! So, what had happened was our development team rolled out a feature that fixed a bug with this rich text placeholder that allowed our customers to use it for the inclusion of attachments.

  Due to an influx of tickets related to the issue, the fix has been rolled back, and we're evaluating the impact that this fix might've had on our customer's workflows.

  We will post an official announcement soon. Thanks!

• Sebastian Kerekes

  • 2023年08月30日 09:42

  Looks like this issue is back from its grave. Files attached to comments are not sent when using {{ticket.latest_public_comment}} anymore.

• Libby Tooke-Mitchell

  • 2023年08月31日 11:04

  We've also seen this issue recur today! Can someone from Zendesk please investigate?

• Aran Liu

  • 2023年09月06日 05:24

  Happening today

• Kin Living

  • 2023年11月29日 22:23

  It's happening randomly for us

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