How to Upload a File in the Customer Portal
You can attach files to a ticket in the customer portal by using any one of the following ways:
- From the System
- OneDrive
- Google Drive
- Dropbox
By default, only the Upload from my computer option will be available. Other options, such as OneDrive, Google Drive, and Dropbox, will only be enabled if they are installed. You can install these apps on the agent portal if needed.
- The maximum cumulative file size is limited to 20 MB.
- Use the external file drive option to attach files larger than 20 MB.
- Attachments from OneDrive, Google Drive, and Dropbox are hot linked directly to the source, removing file size limitations and upload issues.
Upload from My Computer
To upload a file from the system, follow the given steps:
-
Choose Upload from my computer option. A pop-up window will appear, prompting you to choose files from your computer.
-
Select the required files and click Open.
OneDrive
You can attach various-sized files straight from your OneDrive account to tickets.
To upload files from OneDrive, select the OneDrive option. A window will emerge, prompting you to choose files from your OneDrive account.
- It is recommended not to share any private files from OneDrive. If you select the “Private” file, it will quickly change to the “Shared Publicly” state. Everyone with whom you share this file will have access to it.
- To withdraw access to a private file, navigate to it in OneDrive and change its status to “Private.”
Google Drive
You can attach various-sized files straight from your Google Drive account to tickets.
To upload files from Google Drive, select the Google Drive option. A window will emerge, prompting you to choose files from your Google Drive account.
Dropbox
You can attach various-sized files straight from your Dropbox account to tickets.
To upload files from Dropbox, select the Dropbox option. A new window will emerge, prompting you to choose files from your Dropbox account.
Attachment Preview
After attaching all the files from the available options, they will appear as shown in the following screenshot.
Frequently Asked Questions
1. Why do I only see Upload from my computer?
Because Upload from my computer is enabled by default. OneDrive, Google Drive, and Dropbox appear only after the corresponding apps are installed.
2. Where do I enable OneDrive/Google Drive/Dropbox for the Customer Portal?
These options are enabled by installing the integrations in the Agent Portal.
3. What is the maximum attachment size allowed?
For Upload from my computer, the maximum cumulative file size is 20 MB per ticket submission.
4. How do I attach files larger than 20 MB?
Use OneDrive, Google Drive, or Dropbox attachments, which are hot linked to the source file.
5. Why is OneDrive warning about private files?
If a Private OneDrive file is selected, it can change to Shared Publicly, allowing broader access. Manage sharing permissions directly in OneDrive if access must be restricted.
6. How do I revoke access to a OneDrive file I attached?
In OneDrive, locate the file and change its status back to Private (or remove sharing access).
