How do I attach files to a ticket?

You will have files the customer or colleagues can download.

Before you start

You need the write permission and the media upload permission.

Steps

1. For a reply, use the file picker in the reply box before sending.
2. For the ticket as a whole, use Add Files and Upload in the Attachments card.

What you will see

The files appear under the message or in the Attachments list as downloads.

If something goes wrong

• Allowed: JPEG, PNG, GIF, WebP, PDF, text, CSV and mp4/webm/ogg, up to 200 MB. SVG is refused.
• Files on an internal note are hidden from the customer.
• Customers can attach only JPEG, PNG, WebP, GIF, PDF, text and CSV, even though their picker also offers video.