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Attachments and images in Zendesk email notifications

Attachment restrictions and size limits

The Fluke Calibration (FCAL) Support Zendesk currently accepts and distributes many file types that are commonly restricted by email servers. For example, Microsoft Exchange commonly strips *.exe files and other potentially malicious file extensions. Note: your email server may still strip the attachments, preventing them from ever making it to Zendesk.  To circumvent this restriction, access the ticket directly using the URL provided in your Zendesk email notification, then upload the file directly to the ticket.

File attachments must be 20 MB or less.  This limit applies to a single file, there may be multiple 20 MB files attached to a support ticket.

Where did my email attachments go?

Email notifications sent by our Zendesk system will not include file attachments as part of the email. Instead, any file attached to the ticket will be presented as a hyperlink within the body of the message. Click this link to download the file. This strategy allows us to:

  • Conserve internet bandwidth.

    The FCAL Zendesk generates thousands of email notifications every month.  Sending hyperlinks consumes far less internet bandwidth and email server storage space, and allows emails to load and render on-screen much faster while still providing one-click access to the attachments, when needed.

  • Better support email clients that don't display HTML formatted emails.

    For security purposes, many email clients like Outlook are configured to strip attachments and HTML formatting.  Providing a text link to an attachment retains functionality, where an email attachment may be stripped.

  • Other communication channels

    While the Fluke Calibration Zendesk uses email as the primary communication channel today, this may not always be the case. In the future, we may add communication channels through popular social media platforms like Twitter and Facebook. Providing a link to download a file attachment is a universally supported way to handle file attachments across all communication channels.

Viewing inline images

Email clients like Outlook are often configured to not display images, by default, in an effort to protect your privacy. This prevents the email sender from tracking who has viewed the images in their emails based on the fact that the image was downloaded for viewing. To display inline images that are not appearing, you may need to click here and select the appropriate option. Depending on the option you select, this step only has to be completed once.


Microsoft SmartScreen Filter warnings

As of August 31, 2017, Microsoft has fixed the condition that caused Smartscreen to report the unsafe content warning message. We will leave this information here as a resource in case the problem ever returns.

Click here for the Microsoft Smartscreen Filter FAQ. This feature of Internet Explorer is meant to help protect from phishing and malware websites. Depending on your IE security settings, if you use IE and click on a link to download a file attached to your ticket, you may see this warning message:

There should be selections near the bottom of the screen to proceed with opening or saving the attachment (circled in blue above). If these choices do not appear, you may need to add the website to the list of Trusted Sites in Internet Explorer. Here are instructions:

First, click the gear icon to view the IE menu, then select Internet options.

Then follow the numbered instructions in this image to add the domain to your Trusted Sites.

More information about attachments in Zendesk

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