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.
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.
Ideally, one of the following:
A native way to automatically include all ticket attachments in the “Ticket Closed / Resolved” notification email
OR
A configuration option to choose:
“Include all public attachments in resolution email”
OR
A supported workaround using our current Zoho Desk Proffesional edition features:
Workflow rules
Custom functions
Email templates
Or any official Zoho-recommended approach
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.
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!