Adding attachments to ticket comments

Agents can add attachments to ticket comments from the agent interface and by email. End users can send emails to Support that become ticket comments and, if enabled by an administrator, attachments that they add to those messages are added to the ticket comments in Support (otherwise, they are dropped). You cannot remove an attachment from a ticket comment that has already been submitted.

This article includes these sections:

• Adding attachments to ticket comments from the agent interface
• About downloading linked attachments
• About adding attachments to private comments

Related articles:

• About email attachments
• Adding comments to tickets
• Managing malicious attachments

About adding attachments to private comments

All users (agents, admins, and end users) can create private comments. However, Support handles attachments to private comments differently depending on certain factors.

Private comments appears in the agent interface on the Internal note tab. Private comments and internal notes are the same thing. This article uses the term private comment to describe these types of comments because it is possible to have comments from external end user CC on the Internal note tab.

Note the following about how attachments work with private comments:

• Agents and admins can add attachments to private comments. If the private comment includes an attachment, the email notification includes the attachment. However, whether it is a linked attachment or an email attachment, depends on your admin settings and the file size. For more information, see About email attachments and Enabling attachments in tickets.

• End users can only send (but not receive) private comments to Support by email. They can only add attachments to public or private comments if Customer can attach files is enabled. For more information, see Understanding when email replies become public or private comments and Allowing end users to attach files to tickets.

• Support sends email notifications about private comments to team members, but never to end users.

• There is no Help Center functionality that allows end users to view a record of private comments and attachments associated with private comments that have already been submitted. For more information, see Viewing your assigned, requested, and CC tickets in your Support profile.

About downloading linked attachments

The files attached to ticket comments are added to email notifications. If Enable secure downloads is enabled, only logged-in users can view linked attachments. Otherwise, anyone with the link to a linked attachment can view the file as long as it isn't flagged as malware. For more information about making attachments private, and about linked attachments vs. email attachments, see Enabling attachments in tickets.

Attachments are not indexed by search engines unless the link to a linked attachment has been published in a help center article or something similar. This is the case whether Enable secure downloads is turned on or off.

Adding attachments to ticket comments from the agent interface

This procedure explains how to add attachments to public and private comments from the agent interface.

To attach a file to a comment from the agent interface

1. If rich text formatting is enabled, click the paperclip icon.

   

   If rich text formatting is not enabled, click Attach file.

   

   If you click Internal note, your reply becomes a private comment. For more information about what happens to attachments if you choose Internal note instead of Public reply, see About adding attachments to private comments.

2. Browse to the file you want to attach.
3. Select the file, and click Choose.

   The maximum file size for a single linked attachment is 50 MB. For more information, see Attachment size limitations.

   The file is added to the comment.

   For information about how the attachment is handled by the subsequent the email notification, see the earlier sections of this article and About email attachments.