Hey!
We are creating tickets for some chats and sending the ticket attributes to an external tool using POST API requests. I’m able to forward all attributes except for any files added to the ticket, as the file attribute isn’t saved like the others.
Is there a way to include links to the files in my API call through the Action Builder? I see that the files are stored like this, so I would just need a way to include this in the call.
Hey 
Jacques here from Intercom Support. I hope all is well today!
Is this API call being made through a Custom Action in Intercom?
To include links to files in your API call through the Custom Action Builder, you would need to provide URLs of the files rather than uploading them directly. The files must be hosted publicly, and you should include these URLs in your request payload. This means you cannot attach locally saved files directly; they must be accessible via a URL.
When creating a ticket via the API, you can attach up to 10 image URLs by specifying the attachment_urls parameter as an array of strings, each representing a URI of the image you want to attach.
Hope this helps!
Hi
Thanks for answering this :)
Yes - I create a Ticket in Intercom, which activates a Workflow which then activates Custom Action. This Custom Actions creates a ticket in our other tool.
When creating a Ticket and adding the file, a URL is created for the files. What it means is that the image is hosted on Intercom, but I have no way to access this URL and add it to the Webhook. When sending a GET request for the Ticket, I’m able to pull the URL of the Intercom hosted images.
One solution would be to make a GET request from our tool, but it would be much easier if we could send these already from the creation of the Ticket. Any other good ideas on how to solve this?
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