Attachments are not attached to E-Mails sent via ticket comments

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15 댓글

  • Ivan Kostov

    Hi all,

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

    3
  • Ivan Kostov

    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. 

    1
  • Cedric Easton

    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.

    1
  • Ivan Kostov

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

    1
  • Venn Villanueva

    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!

    0
  • Sebastian Kerekes

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

    2
  • Libby Tooke-Mitchell

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

    1
  • Aran Liu

    Happening today

    0
  • Kin Living

    It's happening randomly for us

    0
  • Jan Mundin

    Same problem here

    0
  • Aran Liu

    Apparently it's because of reaching the storage limit.

    1
  • Jan Mundin

    Aran Liu the storage limit of zendesk or the recipient?

    0
  • Aran Liu

    Jan Mundin Storage limit of Zendesk

    0
  • Brett Bowser
    Zendesk Community Manager

    Jan Mundin It looks like you already have a ticket open with our Customer Care team regarding this issue so they will continue working with you there to assist further. 

    Aran Liu I'm going to create a ticket on your behalf so we can look into this with you. Appreciate you bringing this to our attention!

    0
  • Aran Liu

    Brett Bowser The problem has been resolved. To clarify, the underlying issue stemmed from reaching the storage limit, and it is necessary to clear some space.

    0

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