TABLE OF CONTENTS
Ticket Replies
An agent sends an outbound email with an attachment. Inside the FD ticket the attachments appear to be present but the receiver does not receive them at their end.
Sample:-
Attachment present in the ticket:-
Attachment not present in Gmail:-
Steps to follow to confirm if the outgoing had the attachment:-
Step 1:- Please check the logs of the outgoing email to confirm if the email had attachments while being sent from Freshdesk.
Step 2:- Login to Haystack pod specific URL
Choose Freshdesk Logset and search with from and to email addresses. For example:- search query - "icecream@samayakoothantrial.freshdesk.com" AND "ashviny.chandrasekaran@freshworks.com"
Step 3:- Pick the message id from the logs search results.
Search this message id along with HAS_ATTACHMENT keyword in freshmail logset to confirm if the email contains attachments.
Search query:- "64784a4552d88_22c2afaa906ba70301705af.sidekiq-frequent-fd-poduseast1-main5-blue-775bf48dd9-l7p9z@email.freshdesk.com" AND "HAS_ATTACHMENT"
If you are able to see results like below then the outgoing email had the attachment while being sent from Freshdesk.
If you do not get results as shown above then the attachment is not sent along with the email we can raise an L2 along with logs to get it checked.
Step 4:- If we are able to see that the outgoing email contains the attachments and still the receiver did not get the attachment then there must be some limitations set at the receiver end. They have to check with their email server team for any limitations in receiving attachments.
Ticket Forward
When you forward a conversation through an automation rule the attachments present in the conversation will not be forwarded automatically.
We have to enable the option to forward the conversation along with attachments in the actions as shown below.
