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Email attachments inside trigger data

  • September 6, 2021
  • 1 reply
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K

Hi,

We sending customer emails via trigger's placeholder like 
{{ticket.description}}
at the moment of ticket creation. Sometimes we have attachments in these emails. These attachments we have in the trigger data as a part of the description:
<name of the file> - <link to the file>
Until a certain time, we received these attachments separated with \n. But now we receive them as one line without any delimiters:
<name of the file1> - <link to the file1><name of the file2> - <link to the file2>
It's very inconvenient and you cannot say when the first link is ended and the second file name is started.

I cannot find any settings where I can change this behavior. Maybe you know?

    1 reply

    A
    • Austin22
    • September 7, 2021

    @Kirill Vakhrin Thanks so much for the solid context here.  Happy to help get some answers!

    Just to confirm: When you're using the ticket.description placeholder, are you using that within the trigger email body itself, or typing out the placeholder in a ticket comment first? 

    Testing things out, it looks like the ticket.description placeholder might be a better fit when used in a trigger email rather than in a ticket comment, as I noticed the same issue you did when trying to use that placeholder in a comment itself.  When it's used in a trigger email body though, thankfully it does look like the attachment links are cleanly separated by line breaks.

    If you're looking to display the attachment links themselves within a ticket comment, our Liquid markup article here is a great resource for discussing how you can iterate through different comments and display the attachment URLs directly in comments posted by you as an agent.

    Thanks again Kirill, and let us know if you need anything else!

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