Zendesk Attachment Upload Action

Zendesk Attachment Upload is an action in Workflow Builder that enables you to collect attachments from your end-users. This feature streamlines the support process by ensuring that your support team receives comprehensive information, allowing them to investigate and resolve issues efficiently.

Prerequisite

• Make sure that your Forethought instance is integrated with Zendesk and is active. To check, go to Settings > Integrations.

How to use 

Step 1: Add Zendesk Attachment Upload action

1. Click Solve > Workflow Builder.
2. Open a workflow.
3. On the right side of your dashboard, click Actions.
4. Search for “Zendesk Attachment Upload”.
   
5. Click and drag the action into your workflow.
6. Click on the Zendesk Attachment Upload action within your workflow and click Customize.
7. If you want end-users to upload attachments before proceeding in the chat, check the corresponding box. This setting ensures that users cannot continue the conversation without uploading a file.
8. Click Save.
   

Step 2: Create a Form

Creating a form is necessary for Zendesk ticket creation in the next step. This form will help you collect important information from your end-users, such as their names, which is essential for routing and addressing tickets effectively.

Step 3: Add Create Zendesk Ticket action

This action will upload any attachments gathered previously from the attachment upload action, ensuring all relevant data is included in the ticket.

• 1. Click Actions on the right side of your dashboard.
  2. Search for "Create Zendesk Ticket".
     
  3. Drag this action into your workflow.
  4. Configure the action by selecting Context Variables for fields like name, email, and question. You may also include additional fields as necessary.
  5. Click Save.

Step 4: Publish changes

Once you have configured all actions, click Publish changes.

Step 5: Test the Zendesk Attachment Upload action on your website

Frequently Asked Questions (FAQs)

What file types are supported by the attachment feature?

• • The attachment feature supports a wide range of file types, including JPEG, PNG, PDF, and more. There are no specific restrictions on file types.

What is the maximum number of files that can be uploaded?

• • There are no restrictions on the number of files that can be uploaded.

What is the maximum file size limit per file?

• • The maximum file size limit for each individual file is 50 MB.