FEATURE REQUEST: Adding the attachments from a ticket to a Side Conversation via Trigger | Community
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FEATURE REQUEST: Adding the attachments from a ticket to a Side Conversation via Trigger

Related products:Ticketing system (Support)
  • July 8, 2025
  • 3 replies
  • 0 views
Ben15

We have a use case where we need to be able to use a trigger to create a side conversation that not only has the boiler plate text we want (which is already easy and possible) but contains the original email's attachments that were sent with the email that came in through the email channel to create the ticket.  We have another group of people who are not Zendesk users who for certain tickets, need to have notification sent to them with the original email's PDF so they can do OCR on it (this is for invoices).  

 

Looking for a Roadmap possibility of adding a way to have a trigger add attachments to the side conversation a trigger can generate.

    3 replies

    Scott12
    • Scott12
    • July 8, 2025

    +1 Yes, yes OMG yes!

     

      Emily31
      • Emily31
      • July 8, 2025
      Hey Ben,
       
      Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
      Zach22
      • Zach22
      • March 18, 2026

      Thank you so much for taking the time to provide us with your feedback here. At this time we are not able to commit to prioritizing this feedback as part of Zendesk triggers. 
       
      However, I understand the feature request and the use case of handling attachments is something on our backlog to support in Action Builder. This means that we will think about adding it as a priority later in our planning cycle. We are going to leave this post open for comment to allow others to provide their feedback and use cases, 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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