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Include Attachments in Email Targets

Related products:Support
  • September 30, 2021
  • 2 replies
  • 12 views
Robert17

Hi,

Feature Request Summary: 

When sending an email via an email target, attachments should be able to be included in the email.

Description/Use Cases: 

There is a requirement in my company to auto-forward certain tickets directly to an external to Zendesk, provided the tickets meet a given criteria.

We have achieved this by using an email target:

  • Ticket is created by end user, meeting certain criteria.
  • Email target with ticket content to the external email.

What is missing here, is the ability to include attachments. The mails we send via the email target use liquid markup, but they ultimately can't include attachments.

Business impact of limitation or missing feature:

This is negatively affecting our partner (external party) to fully understand emails they are sent.

    2 replies

    Dave15
    • Dave15
    • July 18, 2023

    This is such a no-brainer NEED to have feature. But why email? well, It's sticky, people will have it locally when offline, and the End User can forward attachments to others with fewer steps. 

    Also, modern email saas solutions are integrated with storage, making it even easier for B2B End Users to get a file from a Ticket Trigger or Ticket Automation and save it to {google drive, Sharepoint, etc... } 

    Here are other use cases:

    • Some service providers are required by contract or law to send actual copies of documentation or term of service updates to their customers...
    • Proactive Ticketing: here is the Checklist as a PDF if your Data Center does not allow Wifi Access in the data center when you are replacing your CORE Switch...
    • Ticket Problem Management: Here is the patched file for XYZ product on Version 1.2.3 that fixes Known Issue 1701
    "Email Body: "Here is a Check List you can print of Safety Checks before you use the "Tree Limb & Drone Remover",  be sure to use LIST B for "removing drones stuck in tree limbs on your property where the trunk is on your neighbor's property. LIST H is local Emergency Rooms, keep that handy. 
    Thank you emailing your question; {{ticket.title}}(HOW DO I USE THIS AND NOT DIE???) to  {{ticket.group}} at Bad Products Inc."  
    SUB-Action: "Attach File" :"SafetyCheckListWithEmergcencyRoomLocations.pdf" 
    S
    • Sean33Product Manager
    • Product Manager
    • March 25, 2024

    Hey Stephen, thank you so much for taking the time to provide us with your feedback here. I understand the request however at this time we are not able to commit to prioritizing this feedback. We are going to leave this post open for comment to allow others to provide their feedback, however please note as is stated in our Community Guidelines that we can not commit to prioritizing any one piece of feedback we receive in the community.

    Thank you again for your feedback and for being a valuable customer with Zendesk.
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