BoldDesk supports file attachments across multiple channels, including:

• Customer Portal - customers upload files when creating or updating tickets
• Agent Portal - agents attach files while responding
• Email - attachments included in inbound and outbound ticket replies

BoldDesk does not offer a single built-in option to disable attachments across all channels. Hiding the upload control in the Customer Portal does not prevent attachments via email or the Agent Portal.

This guide outlines a UI-level workaround to hide the file upload option in the Customer Portal using Custom CSS, along with its limitations and related governance considerations.

Use Case

Use this approach when you need to:

• Prevent customers from uploading files via the Customer Portal UI (cosmetic, UI-level restriction)
• Retain attachment functionality for internal workflows, including:
  • Files added by agents in the Agent Portal
  • Files added by customers through email replies

Behavior Overview

• Hides the attachment upload UI in the Customer Portal using Custom CSS applied in portal customization
• Applies to all portal visitors since Customer Portal Custom CSS is rendered client-side
• Does not block email attachments — customers can still reply to ticket emails with files, and BoldDesk will attach them to the ticket
• Does not affect agent uploads — agents can continue attaching files via the Agent Portal reply editor
• Does not delete or alter existing attachments — CSS changes only affect the UI and do not modify backend ticket data; previously attached files remain accessible

Hiding Attachment Upload in Customer Portal Using CSS

Use Custom CSS in the Customer Portal settings to hide the attachment upload control for customers.
To hide the attachment upload option in the Customer Portal, do the following:

1. Go to Admin → Customer Portal → Customization.

   

2. In Advanced Customization, locate Custom CSS.

3. Paste the following CSS:

  .uploader-content {
    display: none;
  }

4. Click Update to apply the change.

Before customization

Before applying Custom CSS, the file upload control appears on the Customer Portal ticket pages (for example, when a customer submits a new ticket or adds an update).

After Customization

The file upload control is hidden in Customer Portal pages where customers submit or update tickets, because the .uploader-content element is not displayed.

Frequently Asked Questions

1. Can I completely disable file attachments in BoldDesk across all channels?
   No. BoldDesk does not provide a single built-in setting to disable attachments across all channels. Hiding the upload control in the Customer Portal affects only the Customer Portal UI and does not prevent attachments added through email replies or the Agent Portal.

2. If I hide the upload control in the Customer Portal, will customers still be able to send attachments by email?
   Yes. Customers can still reply to ticket emails with attachments, and BoldDesk will add those files to the ticket. The Customer Portal Custom CSS change does not affect email processing.

3. Does hiding the upload control in the Customer Portal stop agents from uploading files in the Agent Portal?
   No. Customer Portal Custom CSS does not apply to the Agent Portal. Agents can still attach files in ticket replies using drag-and-drop or the browse option in the Agent Portal.

4. Will hiding the upload control remove attachments already added to tickets?
   No. This is a UI-only change that does not modify backend ticket records. Existing attachments remain part of ticket history and remain accessible (for example, through a ticket’s file/attachment view such as a Files tab).