Attachments on Tickets Sourced from Email

JAvitable — Tue, 20 Jun 2023 14:11:26 GMT

Hi all. We create tickets automatically from a particular conversation inbox. The process works well. We have a workflow that confirms receipt to the sender, and does some internal notifications and sets some ticket properties. All good. However, I do not see how to include any attacment on the original email as a ticket attachment. I know it was in the email, and I can even see it in the conversation inbox, but not in the ticket. We encourage our customers to send screenshots of their "problem" when submitting tickets, so this is a need. I see we can go cback to the inbox and view the attachment, but we really want it to be automatically attached to the ticket.

Re: Attachments on Tickets Sourced from Email

TomM2 — Tue, 20 Jun 2023 15:34:30 GMT

Hey @JAvitable this isn't currently possible, object attachments can't be done through logged emails right now.

I can definitely see how it would be helpful though, it might be a good idea to add to the ideas board to let the product team know this is something you're looking for!

topic Re: Attachments on Tickets Sourced from Email in Knowledge Base Tool

Attachments on Tickets Sourced from Email

Re: Attachments on Tickets Sourced from Email