Installing & Using Attachment Manager - Frequently asked questions
Frequently asked questions
How do I install the Attachment Manager app in Zendesk?
Installing the Attachment Manager app is straightforward and done through the Zendesk Marketplace. To get started, head to the Admin Center and click on the Apps and integrations icon in the sidebar. From there, select Apps > Zendesk Support…
What features does the Attachment Manager app offer?
The Attachment Manager app offers a comprehensive set of features for managing ticket attachments. It combines functionalities from the former Attachment Library, Attachment Restriction, Attachment Tagger, and Redact Attachments app into one…
How can I redact ticket attachments using the Attachment Manager app?
Redacting ticket attachments is simple with the Attachment Manager app. To redact attachments, open the app's accordion list and select 'All attachments' to view the attachments in the current ticket. Check the attachments you wish to remove or…
Can I manage restricted ticket attachments with the Attachment Manager app?
Yes, the Attachment Manager app allows you to manage restricted ticket attachments effectively. To handle restricted attachments, open the 'Restricted attachments' section in the app's accordion list. This section displays attachments that…
How do I add attachments to the library using the Attachment Manager app?
Adding attachments to the library is a breeze with the Attachment Manager app. In the app's accordion list, navigate to the 'Library' section. Here, you can manage attachments across three tabs: Library, Ticket, and External. To add attachments…
What should I do if I encounter the 'ticket.comments' undefined error in the Attachment Manager app?
If you encounter the 'ticket.comments' undefined error, a simple reinstall of the app might resolve the issue. This error has been known to occur in some tickets, and uninstalling and then reinstalling the Attachment Manager app has previously…
Can I automatically redact all invalid or restricted attachments in Zendesk?
Currently, the Attachment Manager app does not support automatic redaction of invalid or restricted attachments. While it would be a useful feature, agents must manually select and redact these attachments. If this feature is important to your…
How do tags work in the Attachment Manager app?
Tags in the Attachment Manager app are applied when a ticket is updated by an agent. The app adds tags to tickets with attachments when an agent updates them in the Zendesk Support UI. However, it does not tag tickets upon creation or when…
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