Working with Attachments
Working with Attachments
Manage file attachments on support tickets and replies. View, download, and share images, documents, and other files.
Ticket Attachments
Customers can attach files to their support tickets:
- Images - Screenshots, photos, graphics
- Documents - PDFs, Word docs, text files
- Videos - Screen recordings, video files
- Spreadsheets - Excel files, CSV data
- Archives - ZIP files, compressed folders
Viewing Ticket Attachments
- Open a ticket in the detail view
- Scroll to the attachments section
- Click on any attachment to open it
- Attachment viewer opens in an overlay
Attachment Viewer
The attachment viewer supports:
- Images - Full-screen image viewer with zoom
- Videos - Video player with playback controls
- PDFs - Built-in PDF viewer
- Documents - Preview for common file types
- Download - Download any file to your computer
Reply Attachments
Add attachments to your replies:
- Click the paperclip icon in the reply area
- Select files from your computer
- Files are uploaded and displayed
- Remove attachments before sending if needed
Supported File Types
Reply attachments support:
- Images - PNG, JPG, GIF, WebP, SVG, BMP
- Videos - MP4, WebM, MOV, AVI, MKV
- Documents - PDF, DOC, DOCX, TXT, RTF
- Spreadsheets - XLS, XLSX, CSV, ODS
- Archives - ZIP, RAR, 7Z, TAR, GZ
File Size Limits
- Maximum Size - 10MB per file
- Error Handling - Clear error messages for oversized files
- Multiple Files - Upload multiple files at once
Removing Attachments
- Click the X icon on an attachment to remove it
- Attachment disappears from the list
- Can remove attachments before sending
Attachment Icons
Different file types show distinct icons:
- Images - Image icon
- Videos - Video icon
- PDFs - Document icon
- Documents - File icon
- Spreadsheets - Spreadsheet icon
- Archives - Archive icon
Best Practices
- Keep attachments under 10MB
- Use screenshots for visual issues
- Provide context with attachments
- Review attachments before sending
- Use appropriate file formats