In order for the Zendesk meshlet to create attachments as well as query for attachments users add to Zendesk tickets, you will need to enable the ability for end users to attach files to tickets.
NOTE:
- ServiceBond for Zendesk supports attachments only up to approximately 7MB in both directions (i.e. when sending attachments from another ITSM app into Zendesk and when querying for attachments from Zendesk to send to the other ITSM app). This is due to limitations with how much data can be queried in both directions. Any attachments larger than this size will be skipped.
- Zendesk requires attachments be added as part of a comment to the ticket. By default, the attachment is added with a comment Attachment added to ticket but you can use your own comment for when attachments are added into Zendesk by setting the defaultAttachmentComment meshlet configuration.
Procedure
To enable attachments in Zendesk, follow these steps:
Go to the Admin Center
In Zendesk, select the icon at the bottom of the left navigation menu and click on the Go to Admin Center link.
Access Objects and rules settings
Select the Objects and rules option and then scroll down and choose the Settings option underneath Tickets.
Enable attachments
In the Attachments section, select Customers can attach files and click the Save button.
For more information, see here.