The Microsoft OneDrive integration lets you pull files directly from your OneDrive into BoldDesk—right where you work. In the ticket text editor (for replies and notes) and the knowledge base (KB) editor (for create and edit), use the OneDrive picker to search and select files. After attaching, the items appear under the Files tab of the ticket or article for easy reference and audit.

Prerequisite

• The OneDrive app is installed and configured in BoldDesk.

Attach the files to ticket from OneDrive

Follow the given steps to attach files to a ticket from OneDrive:

1. In the ticket text editor (reply and notes), click the OneDrive button to open the file selection window.

   

2. Search for and choose the files you want to attach to a ticket.

   

3. After attachment, the file can be viewed in the file tab.

   

Attach the files to KB article

Follow the given steps to attach the files to KB articles:

1. In the KB text editor (create and edit), click the OneDrive button. As a result, the file selection window will appear.

   

2. Search for and choose the files you want to attach to KB article.

   

3. After attachment, the file can be viewed in the file tab.

   

Frequently Asked Questions (FAQs)

1) How do I attach OneDrive files to a ticket reply or note?
Open the ticket → in the text editor (reply or notes), click the OneDrive button → search and choose the file(s) → the attachments are added to your message and listed under the ticket’s Files tab.

2) Where do the attached files show up on a ticket?
After you pick files from OneDrive, they’re visible in the ticket’s Files tab. This gives agents a consolidated view of all files linked to that ticket.

3) How do I attach OneDrive files while creating or editing a KB article?
Open the article create or edit page → in the KB text editor, click the OneDrive button → search and choose the file(s) → the attachments will appear under the article’s Files tab.

4) Can I search my OneDrive when attaching a file?
Yes. The OneDrive picker supports search, so you can quickly find and select the right file without leaving BoldDesk.

5) Does the same OneDrive button appear for both ticket replies and ticket notes?
Yes. The OneDrive button is available in the ticket editor for replies and for public/private notes—the attach flow is identical.

6) After attaching a file from OneDrive, how do I confirm it was added?
Check the Files tab on the ticket or article. Your newly attached file will be listed there.