Attachments to Salesforce

Hi Darren, 

Currently there is not. According to the product manager in this comment on another thread, "We will consider supporting attachments based on feedback of the new integration. Attachments were not a widely used feature in the previous integration and are not a common use case." 

She goes on to suggest the following workaround: "As a workaround, you could consider having the attachments URL loaded into a custom ticket field, and this URL field can be synced as a custom field to the Case Object." 

Hi Nicole,

Thanks for your answer! I'm not sure how to go about implementing the work-around - this would be perfect for my use-case so really keen to give it a go. Would you be able to walk me through it?

Darren

Hi Darren,

I'm not certain this is what Anika was suggesting, but it sounds like this is the workflow she recommends:

1. Create a custom ticket field of type TEXT called "Attachment URL" (or something similar)
2. Create an equivalent field on the Case object within Salesforce
3. Map the two fields together in Admin Center
4. When adding an attachment to the ticket in Zendesk, right click on it and "copy link URL" or "copy link address"
5. Paste that URL into the custom field
6. Submit the ticket with that URL present
7. This URL should then be passed over to SFDC

very manual procedures compare to the automated sync. Please strongly consider the need for attachments in the SFDC <> Zd integration.

Hi Dwight,

Thanks for the walk through!

Is there any way to automatically populate the URL into the custom field? We don't want anyone to have to handle certain tickets in Zendesk at all

Hi Darren,

If you're looking to handle such tickets without actually going into Zendesk, you'll probably need to leverage the API to do so. When a ticket has comments present, they will either appear in the html_body attribute of the comment object (when added as an inline comment), or in a separate attachments object within the audit object.

Both of those values should be accessible within the audits for a ticket

Once you've parsed out the URL that you're looking to add to the field, a call can be made to update the ticket with the value in the relevant custom_field: https://developer.zendesk.com/rest_api/docs/support/tickets#update-ticket 

Gaëtan - I'm aware that what I have proposed is a fairly manual process. I'm reaching out to Anika directly to see if she had a more graceful solution in mind.

Thanks a lot for your help Dwight.

So with manual work I found a work around. If you open the .pdf and then edit > "Take a snapshot", then highlight the full page it puts a copy in the clipboard. Go back to Zendesk and paste image into the internal note section and save to the ticket by submitting the ticket. 

Saleforce will show the image in the Zendesk app that has be added to page for Accounts, Contacts, Leads, and/or Opportunities. This is very time consuming to get the attachments into Salesforce. 75% of orders come as an attachment.  

When will Zendesk be able to do this automatically so the attachments can be synced into Salesforce? Is there an app that could do this?

Allowing attachments to sync would be incredibly meaningful for our business. We have voicemails sent over to Zendesk and often need to escalate to our customer success team, which does not use Zendesk. While I did the workaround to have them populate the URL into a field, its quite a nuisance for the Customer Success team to copy and paste these into their browser.