Why do my attached files not show up when I share a ticket with a partner?
As an outstanding security measure, you can enable secure attachments in your Support instance. In general, this is a best practice.
When this feature is enabled, this requires a user to login, in order to see the requested attachment. In general, this is great, but causes an issue if you have setup a sharing agreement with another account.
If you have a partner that you share tickets with, and need them to be able to view any attachments, you'll need to choose one of the following options:
- Disable secure attachments
- Use a third-party service (Dropbox, Box, Google Drive, etc.) to share the file
Disabling the secure attachment will create a long tokenized URL for each attachment, that your shared party will be able use.