Attaching Files Using Google Drive in BoldDesk
BoldDesk provides a built‑in Google Drive integration that allows agents to attach files directly to tickets and Knowledge Base articles without downloading files locally. This helps teams share large or frequently updated files efficiently while maintaining a clean workflow.
This article explains how to attach files from Google Drive within the BoldDesk interface and where those files appear after attachment.
Use Cases
Use Google Drive attachments in BoldDesk when you need to:
- Attach large files to tickets without uploading them locally
- Reuse shared documents across multiple tickets
- Add reference files to Knowledge Base articles
- Maintain a single source of truth for documents
- Collaborate on files while keeping ticket communication clear
Attach Files to a Ticket Using Google Drive
Agents can attach Google Drive files while replying to or updating tickets.
Navigation Path
Tickets → Open Ticket → Reply or Notes Editor
Step‑by‑Step: Attach Files to a Ticket
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In the ticket text editor (Reply and Notes) page, click the Google Drive. This prompts the file selection window to appear.
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Search and choose the files you want to attach to a ticket.
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After attachment, the file can be viewed in the file tab.
Attach the files to KB article
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In the KB text editor (create and edit), click the Google Drive button. As a result, the file selection window will appear.
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Search for and choose the files you want to attach to the KB article.
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After attachment, the file can be viewed in the file tab.
FAQ
1. What should I do if a warning message such as ” Google hasn’t verified this app” appears in OAuth Consent Screen?
To remove this message, submit the app for verification. Use the following links to submit the app.
https://support.google.com/cloud/answer/9110914?hl=en#zippy=%2Csteps-to-submit-your-app
https://support.google.com/cloud/answer/7454865?hl=en&ref_topic=3473162#unverified-app-screen
2. What should I do if an error message such as ” Redirect URI mismatch” appears?
- Click the Credentials tab and edit the OAuth 2.0 Client IDs.
- Enter your BoldDesk domain name (e.g.,
https://test.example.com) by clicking the ADD URI buttons on both the Authorized JavaScript origins and the callback URL in Authorized redirect URL.
If you have a custom domain URL, you should add it.
3. What happens if I share a private file?
The user won’t be able to access the private file if you shared it. In such a scenario, you should provide those users with permissions to access the file.
