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Attachments and images in Zendesk email notifications

Attachment restrictions and size limits

The Fluke Calibration (FCAL) 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 or block emails with certain 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.

How do attachments work in our email notifications?

As of 8/6/2019, email notifications sent by our system will include file attachments as part of the email notification that is sent along with the comment where they were attached. Each comment added to the ticket afterward will be present previous attachments as a hyperlink accompanying the original comment within the body of the message. You can click any of these links to download the file attachment.

This strategy allows us to provide:

  • Better support for email clients

    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.

  • Better support for 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.

Displaying inline images in our emails

By default, email clients like Outlook are often configured to not display images, 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.


More information about our attachments

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