Removing attachments from ticket trigger response.


1 댓글

  • Mackenzie
    Zendesk Customer Advocate

    Hi Juan, 

    To prevent attachments from being included in email updates sent out via trigger, I would recommend using the placeholder {{ticket.comments}} instead. The original document sent by the requester will still be visible to your agents within Zendesk, but no attachments will be pulled into the comments sent to the customer. 

    For a full list of Zendesk Support placeholders, check out our reference guide here!

    If this is only an issue with your ‘Notify requester of received request’ trigger, you may also consider removing that placeholder entirely, and simply having the trigger send the customer a message stating that you have received their ticket. 

    Let me know if you have any additional questions!


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