Managing 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.
For Agents (via Agent Portal)
- Open the ticket you want to respond to.
- Compose a reply and click on “Browse” just below the reply editor.
- Choose files from your device. You can attach multiple files.
- 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). Learn more on how to upload a file in customer-portal .
Attachment Limits & Types
- Supported formats: .zip, .rar, .7z, .pdf, .xls, .xlsx, .docx
- 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.
Once deleted, files are permanently removed from the server and cannot be restored.
Frequently Asked Questions (FAQ)
Q: Can I attach multiple files to a ticket?
Yes, multiple files can be attached with a file limit of 10 MB for all the files.
Q: Are attachments visible to all agents?
Yes, attachments are accessible to agents with ticket access.
Q: Can deleted attachments be restored?
No. Once deleted, attachments are permanently removed.
Q: Where can I see who uploaded a file?
Check the Files tab in the ticket for uploader details and timestamps.
