How to Manage Ticket Attachments in BoldDesk
This guide explains how attachments are handled in BoldDesk tickets. It covers how agents and customers can upload and delete files, outlines file limits, and describes how attachment actions are tracked for transparency and accountability.
How to Attach Files in a Ticket
Files can either be attached in the agent portal, customer portal, or email.
- In the ticket reply editor, you can attach files by dragging and dropping them into the file drop area, or by clicking Browse to select files.
- Attachment tokens are generated for a specific ticket and can only be used to access attachments associated with that ticket. The attachment token itself does not expire. However, when the token is used to retrieve an attachment, a download URL is generated, and that URL remains valid for 15 minutes. The 15-minute expiration applies only to the download URL, not to the attachment token. This behavior applies when the “Allow anyone who has a file download link to download file without having to log in” option is enabled in Admin > Customer Portal Settings > Attachments > File Download Settings.
For Agents (via Agent Portal)
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Open the ticket you want to respond to.
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Compose a reply and click on “Browse” just below the reply editor.
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Choose files from your device. You can attach multiple files.
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Once files are attached, click “Send”.
Customer Portal & Email: Uploading Attachments
Customers can attach files when:
- Submitting a ticket via the customer portal.
- Replying to ticket emails (attachments are automatically added to the ticket). Explore How to Upload a File in the Customer Portal.
Attachment Limits & Types
- Supported formats: .zip, .rar, .7z, .pdf, .xls, .xlsx, .docx, .jpg, .png.
- Single File Attachment: You can attach one file up to 20 MB.
- Multiple file size limits: 10 MB.
Viewing Ticket Attachment Details
When an attachment is added to a ticket, the action is not logged in the ticket history. However, you can view the attachment details—such as who added it, timestamp of upload, file name, and type under the “Files” tab. Please refer to the attached screenshot for reference.
- In BoldDesk, ticket attachments can be downloaded only by opening the specific ticket and navigating to the Files tab. Bulk downloading ticket attachments based on filter criteria or ticket views is not supported.
- The
.emlfile type is not currently listed as a supported ticket attachment format in BoldDesk. If you need to share an email message file, compress the.emlfile into a supported archive format, such as.zip, before attaching it to a ticket.
Deleting Ticket Attachment & History
Agents and customers can delete attachments, depending on their permissions. This option helps to remove any confidential files or wrongly uploaded files in the ticket. Explore How to Delete File Attachments in BoldDesk in tickets. For deleted attachments, the history is logged. You can see which file was deleted, who deleted it, and from which ticket message it was removed, as shown in the screenshot below.
Once deleted, files are permanently removed from the server and cannot be restored.
Troubleshooting Ticket Attachments
Upload appears successful, but no entry exists in ticket history
This is expected behavior. Attachment uploads are not logged in ticket history. Confirm the upload in the ticket Files tab.
A customer cannot upload an .eml file
.eml is not listed as a supported ticket attachment format. Compress the .eml file into a supported archive type (for example, .zip) and upload the archive.
Need to download many attachments at once
Bulk downloading ticket attachments based on ticket filters or ticket views is not supported. Each ticket’s attachments must be downloaded from that ticket’s Files tab.
Download link stopped working
If the “download without login” link-sharing option is enabled, the generated download URL is valid for 15 minutes. Generate a new download URL by re-initiating the download flow.
Frequently Asked Questions
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Can multiple files be attached to a ticket?
Yes. Multiple files can be attached, with a combined limit of 10 MB for all attached files. -
Can a single file exceed 10 MB?
Yes. A single file can be uploaded up to 20 MB. -
Are attachments visible to all agents?
Attachments are accessible to agents who have access to the ticket. -
Where can an agent see who uploaded a file and when?
Open the ticket and check the Files tab for the uploader and timestamp. -
Are uploads tracked in ticket history?
No. Attachment uploads are not logged in ticket history. Upload metadata is available in the Files tab. -
Are deletions tracked in ticket history?
Yes. Attachment deletions are logged in ticket history, including who deleted the file and which message it was removed from. -
Can deleted attachments be restored?
No. Deleted attachments are permanently removed and cannot be restored.
Check the Files tab in the ticket for uploader details and timestamps. -
Can I upload videos and images in a ticket?
It is possible to attach multiple files, with a total size limit of 10 MB for all file formats combined.
