Plan requirement
| Subscription | Any plan |
| Access | Admin |
A voice note or photo that produces no ticket has three causes, two of them configuration. The place not to look is the Chat dashboard, which covers live chat.
Why does a photo from a customer not create a ticket?
- 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, but check the right setting
There are two settings, and the messaging one is the easy one to miss. In Admin Center open Channels > Messaging and social > Messaging, click the channel, and on the Style tab scroll to Allow customers to upload attachments. With attachments off there, or off for tickets generally, a message consisting only of a photo has nothing left and may produce no ticket at all.
The place not to look is the Chat dashboard. Its file sending options apply to live chats only; they do not apply to web, mobile or social messaging, so changing them there does nothing for WhatsApp and costs you an afternoon.
2. The size or type is refused
Messaging caps attachments at 50 MB and accepts a fixed list of file types. A video from a modern phone passes 50 MB easily, and 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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