Plan requirement
| Subscription | Any plan |
| Access | Admin |
A voice note or photo that produces no ticket has three causes, and two of them are configuration.
Symptoms
- A customer sends a photo and nothing arrives.
- Text messages work and media does not.
- The ticket exists but the attachment is missing.
Resolution steps
1. Attachments are switched off
Check the attachment settings in Admin Center. With attachments disabled, a message consisting only of a photo has nothing left, and may produce no ticket at all.
2. The size or type is refused
A long voice note or a video from a modern phone easily exceeds the limits. The message is refused at the platform rather than arriving empty.
3. The connection is degraded
Media travels differently from text, and a partially working connection can pass one and not the other. Check whether it started at a particular time, which points at the connection rather than at settings.
Check what the customer saw
WhatsApp shows the sender whether a message was delivered. Ask them: a message showing as not delivered is a platform refusal, and one showing delivered means it reached Zendesk and something happened after.
That single question splits the causes in half.
Tell the customer something
Somebody who sent a photo of a broken product and got silence assumes you ignored them. Ask them to describe it in text, and say why.
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