diff --git a/services/tickets/zendesk/service.go b/services/tickets/zendesk/service.go
index 0ec8420f8..1680f45d7 100644
--- a/services/tickets/zendesk/service.go
+++ b/services/tickets/zendesk/service.go
@@ -4,6 +4,7 @@ import (
 	"fmt"
 	"net/http"
 	"net/url"
+	"path"
 	"reflect"
 	"strings"
 
@@ -151,6 +152,14 @@ func (s *service) Forward(ticket *models.Ticket, msgUUID flows.MsgUUID, text str
 		return errors.Wrap(err, "error converting attachments")
 	}
 
+	if text == "" && len(fileURLs) > 0 {
+		parsedURL, err := url.Parse(fileURLs[0])
+		if err != nil {
+			return err
+		}
+		text = path.Base(parsedURL.Path)
+	}
+
 	msg := &ExternalResource{
 		ExternalID: string(msgUUID),
 		Message:    text,