Users can't view attachments in email responses

[Damilare Ogunnaike]

When an agent replies to an email and adds an attachment, the attachment is not visible in customer's email.

[Yu Ting Low]

I'm facing the same issue and managed to resolve it.

It was due to the special symbol in the attachment's file name. The symbol that is causing my issue is [ and ].

You may try to remove the special symbol such as '.

Hope this helps.

[Angélica Luz]

Hello @Damilare Ogunnaike,

Welcome to the Atlassian Community!

When it comes to Customer notifications, attachments will show as an inline preview, but when the customer clicks to open a file, they will be redirected to the customer portal to log in.

Currently, that's the only way for customers to view and download attachments, they must access the portal for that.

There is a feature request suggesting this improvement:

• Allow Attachments to be included as an actual Email Attachment

Please, click on vote and watch to receive updates about the feature.

Kind regards,
Angélica

[Boris Berenberg - Atlas Authority]

We support direct attachments in Notification Assistant for Jira

[Mikael Sandberg]

Hi @Damilare Ogunnaike,

Welcome to Atlassian Community!

This is expected, the way Jira handles attachments, not all of them are included in the email notification. If the notification you are getting has something that looks like this at the end

[G’day, we’re Atlassian.docx]

This means that the file format cannot be included in the email so the only way to see the attachment is via the Portal.

[Damilare Ogunnaike]

Thanks. Your response was helpful