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Insert Attachment Alongside Solution Article

Related products:Freshdesk
  • July 11, 2016
  • 1 reply
  • 15 views
A
Contributor

When a customer sends an inbound email enquiring on a new account, ideally we would just insert our "New Account" solution article content into the e-mail, with the PDF attachment (New Account Form) from the solution article. However, when we do this, it does not copy the attachment over to the ticket.

This means we have to go to "Attach a File" and then navigate locally on our own server to find the PDF - which is not a great workflow.

Can I suggest the feasibility of copying over to the ticket any attachments from the solution article when inserting as a reply?

1 reply

T
Contributor
+1

You can create Canned Responses with attachments to do that ( and it will be emailed as an inline attachment - not as a link to the Freshdesk content server - which for our helpdesk is a big advantage ).

However, you are absolutely right in that article attachments should be included when an agent includes an article in a reply ( 'Insert Solution' ).

 

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