Enabling attachments in tickets

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37 Comments

  • Nicole - Community Manager
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    As Dan indicated with his statement that your comment had been "marked as an area of product feedback," your comments have been passed along to the product teams. However, it's not something they have opted to change at this point in time.

    Your post was archived as it went over a year without any votes or additional comments from other users; feedback posts that are inactive for an extended period of time get archived as a part of routine maintenance. They're still visible to product teams, just not end-users. Your feedback continues to be on file with the product team, and if and when they review this part of the workflow it will surface to them. Thanks for sharing your thoughts!

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  • molliew
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    We have multiple ticket forms. Is there a way to enable the "Customers can attach files" option for a specific ticket? Our use case is we serve both public end-users (anonymous, do not log into the help center) and internal end-users. We would like our internal end users to be able to attach files via form or email, but we do not want the public facing ticket form to allow for attachments to be included in their form submission. Currently it seems as if our only option is all or nothing.

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  • Pedro Reis
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    Hi, 

    Is there any way to remove the functionality to download attachments or limit who can do this?

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  • Nicole - Community Manager
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    Hi Pedro -

    If you enable private attachments then only users with access to the ticket will be able to download an attachment.

    Let us know if that works or if you have further questions!

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  • Jennifer Becker
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    "when you enable Require authentication to download, agents will not be able to copy and paste images from their computer into ticket comments."

    Is there a chance you will enable agents to copy/paste images inline into the body of a ticket post here soon? This is really hampering our ability to post meaningful comments to our clients, we have to attach a document with the full description including images if we want to use inline images. 

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  • Ayal Kellman
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    Hi,

     

    Would the trigger "Comment text --> Contains the following string --> ___" search through the text of an attachment?

    Thanks

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  • Devan - Community Manager
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    Hello Ayal,

    So while Triggers can search through the text that is native to that individual tickets, attachments are not able to be searched in the same manner. 

    Please let us know if there is anything else we can clarify for you or if there is anything else you have a question on. 

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