Deleting a File Attachment
A file attachment can be deleted by both agents and customers based on permissions. This option helps to remove any confidential files or wrongly uploaded files in the ticket. Once a file is deleted, it cannot be restored and is permanently deleted from the server immediately.
How to delete a file in the agent portal?
Inline file delete from ticket reply
- Open the ticket and navigate to the reply in which the corresponding file should be deleted.
- Click the highlighted delete icon to delete the file.
File delete from files tab
Steps for deleting a file from the file tab:
- Open the ticket and choose the Files tab.
- Click the highlighted delete icon to delete the file.
- Click the Yes, Delete option from the Delete File dialog.
File delete permission for agent portal
To delete a file attached in the agent portal, an agent should enable the Delete files uploaded in ticket permission. By default, Own uploaded files will be selected, as highlighted in the following image:
| Permissions | Description |
|---|---|
| Own uploaded files | Agents can delete only files uploaded by themselves. |
| Own or any agent’s uploaded files | Agents can delete files added by other agent and by themselves. |
| Own, any agent’s or any customer’s uploaded files | Agents can delete files added by other agent or customer and by themselves. |
Note: To delete files from both reply and note message, the user should enable the Delete files uploaded in ticket permission.
How to delete a file in the customer portal?
You can delete a file in the customer portal by using the following steps:
- Open the ticket and navigate to the reply in which the corresponding file need to be deleted.
- Click the highlighted delete icon to delete the file.
- Click the Yes, Delete option from the Delete File dialog.
File delete permission for customer portal
To delete a file attached in the customer portal, user can be able to delete files added by themselves. Additionally, user must have reply to permission to the ticket (i.e., User must be either requester or added in CCs).
Check this video for more about deleting file attachment.
