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Managing Attachments

Managing Attachments

Handle file attachments on support tickets and add files to your replies. Support for images, videos, documents, spreadsheets, and more.

Ticket Attachments

Tickets can include attachments submitted by customers:

  • Images - Screenshots, photos, graphics
  • Videos - Screen recordings, demos
  • Documents - PDFs, Word files, text files
  • Spreadsheets - Excel files, CSV data
  • Archives - ZIP files, compressed data

Viewing Ticket Attachments

  1. Open a ticket with attachments
  2. Find the "Attachments" section in the ticket detail
  3. Click on any attachment to open it
  4. Images and videos open in a viewer
  5. Documents and other files open in browser or download

Attachment Viewer

The attachment viewer provides:

  • Image Gallery - Browse images with zoom
  • Video Player - Play videos inline
  • File Preview - Preview supported document types
  • Download - Download any attachment
  • File Info - See file name and size

Adding Attachments to Replies

  1. Start typing a reply in the reply area
  2. Click the paperclip icon (attachment button)
  3. Select files from your computer
  4. Files upload automatically (max 10MB each)
  5. Uploaded files appear below the reply area
  6. Remove files by clicking the X button
  7. Send your reply to attach files

Supported File Types

Reply attachments support:

  • Images - PNG, JPG, JPEG, GIF, WebP, SVG, BMP, ICO
  • Videos - MP4, WebM, MOV, AVI, MKV, M4V, OGV
  • Documents - PDF, DOC, DOCX, TXT, RTF, ODT, MD
  • Spreadsheets - XLS, XLSX, CSV, ODS
  • Archives - ZIP, RAR, 7z, TAR, GZ

File Size Limits

  • Maximum Size - 10MB per file
  • Multiple Files - You can attach multiple files
  • Total Size - No total size limit per reply

File Size Display

Files show formatted sizes:

  • Bytes - Files under 1KB
  • Kilobytes - Files under 1MB (e.g., "125.5 KB")
  • Megabytes - Files over 1MB (e.g., "2.5 MB")

Attachment Icons

Each file type has a distinct icon:

  • Image - ImageIcon (camera)
  • Video - Video icon
  • PDF - FileText icon
  • Document - FileText icon
  • Spreadsheet - FileSpreadsheet icon
  • Archive - FileArchive icon
  • Other - File icon

Removing Attachments

  1. Find the attachment below the reply area
  2. Click the X button on the attachment
  3. File is removed from the reply
  4. File is not deleted from storage until you cancel or send

Best Practices

  • Ask customers to attach screenshots for bugs
  • Use screenshots to clarify complex issues
  • Keep file sizes reasonable for faster uploads
  • Compress large files before uploading
  • Use appropriate file formats (e.g., PNG for images)