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Bonaliza
February 10, 2021
Question

Custom Form - add attachement section

  • February 10, 2021
  • 12 replies
  • 178 views

Hi, i'm making a custom form for our end-users on our Zendesk Portal. I want to add an attachment section on the form - I want to use the default attachment section on the native request form but I'm not sure how to get/access the file uploaded so I can send it with the request via API.

Is there anything I can do in order to use the native attachment section?

 

Thanks 

12 replies

Holly20
Holly20Employee
Employee
March 4, 2021

Hi Bonaliza! If you're looking to allow customers to add an attachment when creating a ticket through the form on your "Submit a request" page, "Customers can attach files" must be enabled in the "Attachments" section of Admin > Settings > Tickets in the Support interface. Once this is enabled, end users will see this option — you do not need to add a ticket field for it to appear.

When a customer attaches a file with their ticket submission, you will see the attachment included with their ticket when viewing it as an agent.

I hope this helps! Please let us know if you have any questions or if you had something else in mind. Thanks!

Customer Advocate

Jay48
Jay48
January 14, 2022

@holly20 Thanks! So how do I add the attachment field to the custom form via api?

Tipene
TipeneEmployee
Employee
January 18, 2022

Hi @jay48

As long as you've enabled attachments, the field to submit an attachment should display on your custom form by default.

Let me know if you have any issues!

Tipene

Jay48
Jay48
January 20, 2022

Hi @tipene

We created a custom form here: https://ticket-form-influencers.herokuapp.com/create_ticket

How do we add the attachment field?

Tipene
TipeneEmployee
Employee
January 20, 2022

Hi @jay48,

Apologies, I assumed you were working with a custom ticket form directly in the help center. Here's an article which goes in to a bit more detail on how to add attachments to tickets via API - I think this should be more suitable for your use case:

I hope this helps. Feel free to reach out with any questions!

Tipene

Jay48
Jay48
January 20, 2022

@tipene

Thank you so much!

I
Ian11
Contributor
May 31, 2022

I have the attachments enabled

However, i wondered if anyone knew how i can make it required when submitting a form?

Example:

Customer reports a damaged product, visits our helpcentre and selects the damaged items form

Before the ticket can be submitted by the customer, they need to attach an image

Brett Bowser
Brett BowserCommunity Manager
Community Manager
May 31, 2022
Hey Ian,

I'd recommend taking a look at the following user tip: Requiring a ticket attachment if a particular dropdown option is selected
 
You may be able to use the custom code shared to set this up in your own Guide theme.

I hope this helps!
L
Leung11
June 7, 2022

Hi there,

I have a few questions about attachments in "Submit a request"
1. How to edit the title of the default attachment
2. How to duplicate one or more attachments?
3. Should I add some command at the very bottom at the page "new_request_page.hbs"?

Thanks.

    B
    Basrur
    October 16, 2023

    Can i edit which attachment type i can place in i want to reject specific type of attachments ??

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