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.

For Agents (via Agent Portal)

1. Open the ticket you want to respond to.

2. Compose a reply and click on “Browse” just below the reply editor.

3. Choose files from your device. You can attach multiple files.

4. 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 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.

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. Learn more about Deleting a File Attachment 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.

Frequently Asked Questions

1. 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.

2. Can a single file exceed 10 MB?
   Yes. A single file can be uploaded up to 20 MB.

3. Are attachments visible to all agents?
   Attachments are accessible to agents who have access to the ticket.

4. Where can an agent see who uploaded a file and when?
   Open the ticket and check the Files tab for the uploader and timestamp.

5. Are uploads tracked in ticket history?
   No. Attachment uploads are not logged in ticket history. Upload metadata is available in the Files tab.

6. 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.

7. 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.

8. 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.

Related Articles

1. Deleting a File Attachment
2. File Attachment Limits and Solutions for Large Files
3. How to Upload a File in Customer Portal