Automatically include all ticket attachments in the ticket resolution email

Automatically include all ticket attachments in the ticket resolution email

Hello Zoho Community,

We are implementing Zoho Desk in a real customer-facing production environment and have run into a limitation that is becoming a blocking requirement for our clients.

The problem

When a ticket is closed or resolved, Zoho Desk sends the resolution email correctly, but ticket attachments are NOT included automatically in that email.

This creates a major issue because:

  • Our clients expect to receive all service-related files (photos, reports, work orders, evidence, etc.) directly in the resolution email.

  • Asking them to log into the portal just to download attachments is not acceptable for many customers.

  • Manually marking attachments as public or re-attaching them every time is not scalable.

For us, this is not a “nice to have” — it is compulsory.

What we need

Ideally, one of the following:

  1. A native way to automatically include all ticket attachments in the “Ticket Closed / Resolved” notification email
    OR

  2. A configuration option to choose:

    • “Include all public attachments in resolution email”
      OR

  3. A supported workaround using our current Zoho Desk Proffesional edition features:

    • Workflow rules

    • Custom functions

    • Email templates

    • Or any official Zoho-recommended approach

Current limitations we found

  • Email templates do not expose ticket attachments as placeholders.

  • Notification rules allow only one template per closure event.

  • Attachments are visible in the portal but not automatically sent by email.

  • Making attachments public still does not include them in the resolution email.

Use case (very common)

On-site technical service:

  • Photos of equipment

  • Photos of final state

  • Work order / service report

  • Evidence for billing or audits

Clients expect all of this attached to the resolution email, just like a traditional service closure.

Has anyone solved this successfully?
Is this on Zoho’s roadmap?
Are we missing a best practice here?

Any guidance from Zoho staff or experienced users would be greatly appreciated.

Thank you!

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