How we can send Attachments via Webhook Trigger from Freshdesk Automation?

Hi ​@Dhaval Parmar 

Greetings from Freshworks Community! I hope you are doing well.

I see you are looking to send attachments via the Freshdesk Automation webhooks. I believe we can’t send file attachments as binary data in the webhook payload however, we can pass attachments as URLs. Here are some workarounds to the requirement:

1. Send the attachment as a link (URL) in the webhook payload:

• Configure your automation rule to trigger a webhook and include placeholders for the latest note/reply content.
• If the note/reply includes attachments, Freshdesk will include them as attachment links, not the file itself in the sent API payload.
  Note: These links are typically Amazon S3 links, accessible only to users who are logged in to your Freshdesk account as agents.

2. Use the webhook to call Freshdesk APIs and add an attachment from an external source:
   If your goal is to automatically send a reply/forward with an attachment on a ticket, you’ll need an intermediate service (middleware) that:

• receives the webhook from Freshdesk,
• fetches the file from a publicly reachable location (or a location your middleware can access),
• then calls the Freshdesk API endpoint to create a reply/forward and attach the file.

An important constraint to note here is that the attachment must be supplied to the API payload from a file your middleware can upload (i.e., it must be locally available to that service or downloadable by it).

I hope this helps. If you would like to discuss in detail your use case so we can can outline the recommended flow and which API endpoint to use, please shoot us an email at support@freshdesk.com.

We’ll be right with you!

Regards,
Arputha
Freshworks Community Team