diff --git a/.gitignore b/.gitignore
index 036beb944..494792c01 100644
--- a/.gitignore
+++ b/.gitignore
@@ -13,6 +13,7 @@ docs/*
 docs
 
 .DS_Store
+_storage/
 
 # Test binary, build with `go test -c`
 *.test
diff --git a/services/tickets/mailgun/web.go b/services/tickets/mailgun/web.go
index 4bf64b36d..858fe8aed 100644
--- a/services/tickets/mailgun/web.go
+++ b/services/tickets/mailgun/web.go
@@ -112,7 +112,7 @@ func handleReceive(ctx context.Context, s *web.Server, r *http.Request, l *model
 		return errors.Wrapf(err, "error updating ticket: %s", ticket.UUID()), http.StatusInternalServerError, nil
 	}
 
-	msg, err := tickets.SendReply(ctx, s.DB, s.RP, ticket, request.StrippedText)
+	msg, err := tickets.SendReply(ctx, s.DB, s.RP, s.Storage, s.Config.S3MediaPrefix, ticket, request.StrippedText, nil)
 	if err != nil {
 		return err, http.StatusInternalServerError, nil
 	}
diff --git a/services/tickets/utils.go b/services/tickets/utils.go
index 42d0f44d6..2a2f1d97d 100644
--- a/services/tickets/utils.go
+++ b/services/tickets/utils.go
@@ -2,12 +2,19 @@ package tickets
 
 import (
 	"context"
+	"net/http"
+	"path/filepath"
+	"time"
 
+	"github.com/nyaruka/gocommon/httpx"
 	"github.com/nyaruka/goflow/assets"
 	"github.com/nyaruka/goflow/envs"
 	"github.com/nyaruka/goflow/flows"
+	"github.com/nyaruka/goflow/utils"
+	"github.com/nyaruka/goflow/utils/uuids"
 	"github.com/nyaruka/mailroom/courier"
 	"github.com/nyaruka/mailroom/models"
+	"github.com/nyaruka/mailroom/utils/storage"
 
 	"github.com/gomodule/redigo/redis"
 	"github.com/jmoiron/sqlx"
@@ -69,22 +76,37 @@ func FromTicketerUUID(ctx context.Context, db *sqlx.DB, uuid assets.TicketerUUID
 }
 
 // SendReply sends a message reply from the ticket system user to the contact
-func SendReply(ctx context.Context, db *sqlx.DB, rp *redis.Pool, ticket *models.Ticket, text string) (*models.Msg, error) {
+func SendReply(ctx context.Context, db *sqlx.DB, rp *redis.Pool, store storage.Storage, mediaPrefix string, ticket *models.Ticket, text string, fileURLs []string) (*models.Msg, error) {
 	// look up our assets
-	assets, err := models.GetOrgAssets(ctx, db, ticket.OrgID())
+	oa, err := models.GetOrgAssets(ctx, db, ticket.OrgID())
 	if err != nil {
 		return nil, errors.Wrapf(err, "error looking up org #%d", ticket.OrgID())
 	}
 
-	// build a simple translation
-	translations := map[envs.Language]*models.BroadcastTranslation{
-		envs.Language("base"): {Text: text},
+	// fetch and files and prepare as attachments
+	attachments := make([]utils.Attachment, len(fileURLs))
+	for i, fileURL := range fileURLs {
+		fileBody, err := fetchFile(fileURL)
+		if err != nil {
+			return nil, errors.Wrapf(err, "error fetching file %s for ticket reply", fileURL)
+		}
+
+		filename := string(uuids.New()) + filepath.Ext(fileURL)
+
+		attachments[i], err = oa.Org().StoreAttachment(store, mediaPrefix, filename, fileBody)
+		if err != nil {
+			return nil, errors.Wrapf(err, "error storing attachment %s for ticket reply", fileURL)
+		}
 	}
 
+	// build a simple translation
+	base := &models.BroadcastTranslation{Text: text, Attachments: attachments}
+	translations := map[envs.Language]*models.BroadcastTranslation{envs.Language("base"): base}
+
 	// we'll use a broadcast to send this message
-	bcast := models.NewBroadcast(assets.OrgID(), models.NilBroadcastID, translations, models.TemplateStateEvaluated, envs.Language("base"), nil, nil, nil)
+	bcast := models.NewBroadcast(oa.OrgID(), models.NilBroadcastID, translations, models.TemplateStateEvaluated, envs.Language("base"), nil, nil, nil)
 	batch := bcast.CreateBatch([]models.ContactID{ticket.ContactID()})
-	msgs, err := models.CreateBroadcastMessages(ctx, db, rp, assets, batch)
+	msgs, err := models.CreateBroadcastMessages(ctx, db, rp, oa, batch)
 	if err != nil {
 		return nil, errors.Wrapf(err, "error creating message batch")
 	}
@@ -101,3 +123,17 @@ func SendReply(ctx context.Context, db *sqlx.DB, rp *redis.Pool, ticket *models.
 	}
 	return msg, nil
 }
+
+func fetchFile(url string) ([]byte, error) {
+	req, _ := httpx.NewRequest("GET", url, nil, nil)
+
+	trace, err := httpx.DoTrace(http.DefaultClient, req, httpx.NewFixedRetries(time.Second*5, time.Second*10), nil, 10*1024*1024)
+	if err != nil {
+		return nil, err
+	}
+	if trace.Response.StatusCode/100 != 2 {
+		return nil, errors.New("fetch returned non-200 response")
+	}
+
+	return trace.ResponseBody, nil
+}
diff --git a/services/tickets/utils_test.go b/services/tickets/utils_test.go
index 922aa92df..9d2cc8047 100644
--- a/services/tickets/utils_test.go
+++ b/services/tickets/utils_test.go
@@ -1,10 +1,14 @@
 package tickets_test
 
 import (
+	"io/ioutil"
 	"testing"
 
+	"github.com/nyaruka/gocommon/httpx"
 	"github.com/nyaruka/goflow/envs"
 	"github.com/nyaruka/goflow/flows"
+	"github.com/nyaruka/goflow/utils"
+	"github.com/nyaruka/goflow/utils/uuids"
 	"github.com/nyaruka/mailroom/models"
 	"github.com/nyaruka/mailroom/services/tickets"
 	_ "github.com/nyaruka/mailroom/services/tickets/mailgun"
@@ -118,6 +122,20 @@ func TestSendReply(t *testing.T) {
 	testsuite.ResetDB()
 	ctx := testsuite.CTX()
 	db := testsuite.DB()
+	rp := testsuite.RP()
+	defer testsuite.ResetStorage()
+
+	defer uuids.SetGenerator(uuids.DefaultGenerator)
+	uuids.SetGenerator(uuids.NewSeededGenerator(12345))
+
+	image, err := ioutil.ReadFile("../../models/testdata/test.jpg")
+	require.NoError(t, err)
+
+	defer httpx.SetRequestor(httpx.DefaultRequestor)
+	httpx.SetRequestor(httpx.NewMockRequestor(map[string][]httpx.MockResponse{
+		"http://coolfilesfortickets.com/a.jpg": {httpx.MockResponse{Status: 200, Body: image}},
+		"http://badfiles.com/b.jpg":            {httpx.MockResponse{Status: 400, Body: nil}},
+	}))
 
 	ticketUUID := flows.TicketUUID("f7358870-c3dd-450d-b5ae-db2eb50216ba")
 
@@ -128,9 +146,15 @@ func TestSendReply(t *testing.T) {
 	ticket, err := models.LookupTicketByUUID(ctx, db, ticketUUID)
 	require.NoError(t, err)
 
-	msg, err := tickets.SendReply(ctx, db, testsuite.RP(), ticket, "I'll get back to you")
+	msg, err := tickets.SendReply(ctx, db, rp, testsuite.Storage(), "media", ticket, "I'll get back to you", []string{"http://coolfilesfortickets.com/a.jpg"})
 	require.NoError(t, err)
 
 	assert.Equal(t, "I'll get back to you", msg.Text())
 	assert.Equal(t, models.CathyID, msg.ContactID())
+	assert.Equal(t, []utils.Attachment{"image/jpeg:https:///_test_storage/media/1/1ae9/6956/1ae96956-4b34-433e-8d1a-f05fe6923d6d.jpg"}, msg.Attachments())
+	assert.FileExists(t, "_test_storage/media/1/1ae9/6956/1ae96956-4b34-433e-8d1a-f05fe6923d6d.jpg")
+
+	// try with file that can't be fetched
+	_, err = tickets.SendReply(ctx, db, rp, testsuite.Storage(), "media", ticket, "I'll get back to you", []string{"http://badfiles.com/b.jpg"})
+	assert.EqualError(t, err, "error fetching file http://badfiles.com/b.jpg for ticket reply: fetch returned non-200 response")
 }
diff --git a/services/tickets/zendesk/client.go b/services/tickets/zendesk/client.go
index 905576cb3..04ca35a14 100644
--- a/services/tickets/zendesk/client.go
+++ b/services/tickets/zendesk/client.go
@@ -2,7 +2,6 @@ package zendesk
 
 import (
 	"bytes"
-	"encoding/json"
 	"errors"
 	"fmt"
 	"io"
@@ -224,13 +223,19 @@ func NewPushClient(httpClient *http.Client, httpRetries *httpx.RetryConfig, subd
 	return &PushClient{baseClient: newBaseClient(httpClient, httpRetries, subdomain, token)}
 }
 
+// FieldValue is a value for the named field
+type FieldValue struct {
+	ID    string `json:"id"`
+	Value string `json:"value"`
+}
+
 // Author see https://developer.zendesk.com/rest_api/docs/support/channel_framework#author-object
 type Author struct {
-	ExternalID string          `json:"external_id"`
-	Name       string          `json:"name,omitempty"`
-	ImageURL   string          `json:"image_url,omitempty"`
-	Locale     string          `json:"locale,omitempty"`
-	Fields     json.RawMessage `json:"fields,omitempty"`
+	ExternalID string       `json:"external_id"`
+	Name       string       `json:"name,omitempty"`
+	ImageURL   string       `json:"image_url,omitempty"`
+	Locale     string       `json:"locale,omitempty"`
+	Fields     []FieldValue `json:"fields,omitempty"`
 }
 
 // DisplayInfo see https://developer.zendesk.com/rest_api/docs/support/channel_framework#display_info-object
@@ -250,6 +255,8 @@ type ExternalResource struct {
 	Author           Author        `json:"author"`
 	DisplayInfo      []DisplayInfo `json:"display_info,omitempty"`
 	AllowChannelback bool          `json:"allow_channelback"`
+	Fields           []FieldValue  `json:"fields,omitempty"`
+	FileURLs         []string      `json:"file_urls,omitempty"`
 }
 
 // Status see https://developer.zendesk.com/rest_api/docs/support/channel_framework#status-object
diff --git a/services/tickets/zendesk/web.go b/services/tickets/zendesk/web.go
index 4986a28e9..bc7b60b71 100644
--- a/services/tickets/zendesk/web.go
+++ b/services/tickets/zendesk/web.go
@@ -76,7 +76,7 @@ func handleChannelback(ctx context.Context, s *web.Server, r *http.Request) (int
 		return errors.Wrapf(err, "error updating ticket: %s", ticket.UUID()), http.StatusBadRequest, nil
 	}
 
-	msg, err := tickets.SendReply(ctx, s.DB, s.RP, ticket, request.Message)
+	msg, err := tickets.SendReply(ctx, s.DB, s.RP, s.Storage, s.Config.S3MediaPrefix, ticket, request.Message, request.FileURLs)
 	if err != nil {
 		return err, http.StatusBadRequest, nil
 	}
diff --git a/utils/storage/fs.go b/utils/storage/fs.go
index 1a1c7e6cb..d6f492bda 100644
--- a/utils/storage/fs.go
+++ b/utils/storage/fs.go
@@ -21,6 +21,12 @@ func (s *fsStorage) Name() string {
 }
 
 func (s *fsStorage) Test() error {
+	path, err := s.Put("test.txt", "text/plain", []byte(`test`))
+	if err != nil {
+		return err
+	}
+
+	os.Remove(path)
 	return nil
 }
 
diff --git a/utils/storage/fs_test.go b/utils/storage/fs_test.go
index c0d138787..af761f681 100644
--- a/utils/storage/fs_test.go
+++ b/utils/storage/fs_test.go
@@ -15,6 +15,13 @@ func TestFS(t *testing.T) {
 	s := storage.NewFS("_testing")
 	assert.NoError(t, s.Test())
 
+	// break our ability to write to that directory
+	require.NoError(t, os.Chmod("_testing", 0555))
+
+	assert.EqualError(t, s.Test(), "open _testing/test.txt: permission denied")
+
+	require.NoError(t, os.Chmod("_testing", 0777))
+
 	url, err := s.Put("/foo/bar.txt", "text/plain", []byte(`hello world`))
 	assert.NoError(t, err)
 	assert.Equal(t, "_testing/foo/bar.txt", url)