Download All Attachments Zendesk

Regarding:

Ok so agents, can still send attachments as "usual". What really changes is the fact that the end-user will have to login to the help center for them to be able to see the piece attached. If they don't have an account, that would be poor user experience.

Is there any way to customize the authentication source?

After chasing for an answer or solution, the answer of the zendesk support concerning problems with attachments was that they do not have some, and I should follow the releases. This is a main functionality, but if the ticket is in dialog or the customer put their attachment in the mail - you might not receive important messages. I now tell customers when I need to ask them to send me attachments in several ways and attempts that Zendesk has no solution for this. Disappointing for a big player in the helpdesk software industry - but the problems with attachments are getting around in forums etc. Maybe the boomerang comes back. With regard an Enterprise Plan paying customer.

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Beyond the capability to attach files, we have published the following app in the marketplace that adds tags depending on the file extension (ri_application/pdf, ri_application/docx, ri_application/jpg, etc.). It also adds a tag (noattachments) if there are no attachments.

We just upgraded to Agent Workspace and are noticing that if the attachment is too big and a comment is submitted, the comment is sent without the attachment. Previously, it would throw an error and not submit the comment. Is this intended? It's causing grief for our agents who are posting comments without realizing the attachments aren't sending.

If I open the same ticket in the app on my phone, the image displays OK, (so it's not an account settings issue, I've already checked, and user attachments are enabled), but I need the image files on my desktop computer. The files are small. I've tested with both jpg and png. Nether will display.

I replied to the ticket. I have discovered that the issue is cased by my use of a VPN and I can reproduce (and thankfully solve), it at will, though it is annoying.

If you need to discuss the matter further, please do so by emailing the address I left in the ticket. That's the address that goes through our zendesk ticketing system.

We are seeing an issue in our Zendesk instances that attachments are now all sending as links to the end users (although they show as files in the agent comments) in spite of having the setting "Include Attachments in Emails" configured correctly, file sizes being appropriate and no private attachment settings configured. This appears to have just started in the last three days - is anyone else experiencing this or know how to work around it?

@ Dane Adriano, Hi Dane, Please check and help out, how can we add attachments in the description only (don't have an icon to add any images or unable to paste the image directly) instead of going for another attachment field?

Hi,

Some of our customers reporting today that they're not seeing attachments (paperclip attachment, not inline) on their end. You can see it in the Zendesk ticket but it's not showing on customer email.

Tested with my own personal email address and it appears to be the case.

After some searching I went to Admin Centre > Objects and Rules > Ticket Settings and enabled "Include attachments in emails" and it has resolved it.

No changes had been made prior to this issue occuring but we never had issues with attachments before today. Has there been an update or release that could have affected this?

Support portals typically have lots of people outside the organization creating tickets and uploading attachments. This increases the possibility of a compromised device, compromised account, or malicious user attaching malware to a ticket.

This is problematic in two regards. First, the tickets and attachments are likely to be widely shared within the target organization, and therefore can also be used to spread malware within the organization. Second, if the attachments are public, the link to the malware can be used to target victims anywhere on the Internet. Hosting malware in cloud applications is a common tactic used to avoid detection by products that rely solely on URL reputation.

We tickets which contain PI in the form of attachments which are no longer required. We can redact them natively in Agent Workspace at an individual ticket level, but lack the ability to do it in bulk. Ideally there would be an app which we could set filters (date range, certain forms etc) and it would run the background, or even scheduled automatically for each month.

I am Diana from ZigiWave. Our tool, ZigiOps, supports attachments transfer. It's a flexible, no-code integration tool that connects the systems bi-directionally. It's also fully customizable so you can tailor it to fit your needs.

That looks to have done the trick! When you query the task for attachments you iterate through the results to get the specific attachment GID. Then when you query that specific GID you get all the fields.

You can sync the ticket summary, internal comments, tags, customer information, etc from Zendesk to Jira. From Jira, you can pass the issue status, comments, attachments, etc to help the support agent give status updates to the customer. You can connect multiple Zendesk tickets to a single Jira issue or sync multiple Zendesk instances to a single Jira instance in an MSP (Managed Services Provider) setup.

To summarize the issue you reported to us, you found files (Zendesk ticket attachments) were indexed by the Google search engine and could be accessed publicly, without authentication, and in some instances without the token parameter in the URL. If I have missed anything please correct me.

This specific topic is something which has been brought to our attention before and has been discussed internally. I want to assure you everything is currently working as intended. All Zendesk accounts have an admin setting to require authentication to view/download a ticket attachment: -us/articles/203927716-Attachments-in-Zendesk-Support#sec5. If you are worried about potential information disclosure please enable that setting to restrict access to all ticket attachments, including the files which are indexed by search engines. In that page you can see the only time ticket attachments are indexed by search engines is when the links are posted on third-party public websites. The files being indexed are not being leaked from Zendesk, but intentionally posted to public locations. This setting exists because the feature of publicly shareable ticket attachments are a popular request from our customers. That being said, I completely agree with you that there is no reason to not include a robots.txt file for that domain. There is currently an open request to implement robots.txt on a few domains which handle customer attachments which should be rolled out by the end of the year, if not much sooner.

In the meantime, if enabling the "require authentication" for attachments doesn't fit your organization's needs, please take a look at our Attachments API which would allow you to handle attachments on an individual basis. You can redact comment attachments via the information provided here: _api/docs/core/attachments#redact-comment-attachment. You can permanently delete uploads via there information provided here: _api/docs/core/attachments#delete-upload.

The administrative setting of "Require authentication to download" is disabled by default. Many of our customers specifically ask for the ability to host and share non-sensitive documents with their customers so we give them the ability to configure their account to best fit their needs. Additionally, many of our customers' customers utilize Zendesk strictly through e-mail and not the actual Zendesk UI, therefore they wouldn't have a registered account to begin with which could cause a lot of confusion if the e-mail correspondence contains attachments. That being said, I've escalated this to my manager to start the discussion with our Product teams regarding the default nature of that setting. I can't promise a change as this may be an accepted risk using the shared responsibility model.

I've already mentioned the API endpoints available which Zendesk accounts can use to redact/delete all non-inline attachments. If you are worried about any specific attachments I would reach out to that specific account and address the issue with them. If they are unsure how to proceed with that type of request Zendesk is more than happy to walk them through that process.

I want to create a integration as a proof of concept. and have a trail account with zendesk, i am a brand admin in our Qualtrics instance.

can anyone please help me with the same. no help from Zendesk or Q Support

For any high-risk information, redaction and deletion of data are recommended. You can instantaneously mask any sensitive information in a ticket comment, title, or tag. For attachments, you can immediately delete them. In most cases, attachments are public by default in Zendesk, meaning anyone with the link can see the information - so ensure you institute our recommendation from Part 2.

You can use the Zendesk Connector to attach files to tickets. The attachments are stored in Zendesk and added as links in ticket comments. Before you start, make sure ticket attachments are enabled for end-users in your account.

Clear the box to set Paligo to publish any attachments in addition to the ones that already exist in the matching Zendesk articles. This can result in duplicate images with the same name in Zendesk, rather than images that are reused.

Zendesk enterprise plans have a multibrand feature where you can have a main Zendesk domain and also subdomains for different brands. For example, you could have acme.zendesk.com as your main domain, and then acme100.zendesk.com as a subdomain and acme200.zendesk.com as another subdomain. Paligo can publish to the top-level categories in the main Zendesk domain or those in a subdomain. 2351a5e196