Adding attachments to ticket comments Follow

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3 comments

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    Hans Latour

    I am searching for a way to sent attachments to an end-user which are attached to an internal note. When another agent attaches files to an internal note I want to sent to the enduser I have to download the files first and then attach them (again) to the ticket in a public note.

  • Avatar
    Jessie Schutz

    Hi Hans! Thanks for sharing your use case!

    At the moment, there isn't a way to do what you're describing, because anything associated with an internal comment is also only visible internally, hence the need to download and re-attach.

    I can definitely understand why that would be a cumbersome addition to your workflow, though. If you don't mind doing it, I'd encourage you to post your suggestion and use case over in our Product Feedback forum. This will give other users to add their votes and use cases as well, and ensure that our Product Managers see your suggestion (although they may not be able to respond).

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