Zendesk - How to attach files to a ticket comment

Ionut_Dumitrascu — Mon, 06 Sep 2021 10:16:19 GMT

This article gives an overview of how the file handling functionality works in the Zendesk connector in Qlik Application Automation. It will also go over a basic example of attaching a PNG image to a ticket comment.

You can use the Zendesk Connector to attach files to tickets. The attachments are stored in Zendesk and added as links in ticket comments. Before you start, make sure ticket attachments are enabled for end-users in your account.

Here are a few notes:

You can only attach files to comments in tickets, not to the tickets themselves.
You cannot remove a comment from a ticket. However, you can redact an attachment from a comment(using the 'Delete ticket attachment comment' block.
You upload the files you want to attach separately using the 'Upload File' block.
The file size limit is 50 MB.

Now let's go over an example on how to upload a file and then attach it to a Zendesk ticket.

Search for the 'Upload file' block in the left menu, drag it into the automation and link it to the start block;

Notice that this block has 2 input fields: one for the name of the file and one for the content. Notice that the file extension is also required to be added next to the name itself. To upload a .txt file, type the name of the file as 'example.txt' and then click on the 'File content' input, click on 'Add formula', search for the 'Base64 encode', and then type the content of the text file.

For a 'PNG', type the name as 'example.png', then add the base64 string of the PNG in the 'File content' input field.
Search for the 'Create ticket comment' block in the left menu, drag it into the automation and link it to the 'Upload file' block;

Add the ticket id and the comment in the corresponded fields, and then use the 'Upload file' as input for the 'Attachment Id'.
run the automation. This will upload the file to Zendesk, create a new comment for the specified ticket and attach the uploaded file to it.

The information in this article is provided as-is and to be used at own discretion. Depending on tool(s) used, customization(s), and/or other factors ongoing support on the solution below may not be provided by Qlik Support.

article Zendesk - How to attach files to a ticket comment in Official Support Articles

Zendesk - How to attach files to a ticket comment