By default, attachment synchronization is disabled in Freshdesk. This is done to avoid potential errors caused by exceeding the storage limits on Freshdesk tickets.
Why is Attachment Sync Disabled by Default?
Freshdesk imposes a 20 MB total size limit for attachments in a ticket. When syncing attachments from another platform (like Jira, GitHub, or ADO), it’s possible that the total size of the attachments across multiple tickets could exceed this limit, leading to storage errors. To prevent this, attachment synchronization is disabled by default in the incoming sync rules on Freshdesk side:
/*Syncing attachments is disabled in Freshdesk due to the 20 MB per ticket limit.For more details, check out this documentation page: https://docs.exalate.com/docs/freshdesk-configuration-guides-how-to-sync-attachments-in-freshdeskentity.attachments = attachmentHelper.mergeAttachments(issue, replica)*/
If you wish to sync attachments between Freshdesk and another system, you need to manually enable it. However, keep in mind that enabling this feature could lead to errors if the total attachment size per ticket exceeds Freshdesk's limits.
Known Limitation
The polling mechanism in Exalate periodically checks if a ticket has been updated and triggers a sync event if it detects any changes. It uses the updated_at field in Freshdesk's REST API to check for changes.
However, deleting an attachment from a comment does not update the updated_at field. As a result, this action does not trigger a new sync event. This is a limitation of the Freshdesk REST API.