Overview
Both clients and staff can attach files to a ticket when opening it or when posting a reply. Attachments help with diagnostics (error screenshots, log files), billing evidence (payment receipts), and configuration sharing.
Attaching Files
When Opening a Ticket
On the new ticket form, clients will see a file upload field below the message body. Click Choose File or drag a file onto the upload area to attach it. Submit the ticket as normal — the attachment uploads with the ticket.
When Replying to a Ticket
The attachment option appears on the reply form for both clients (in the client portal) and staff (in the admin panel). Attach a file before clicking Send Reply. The attachment is linked to that specific reply in the thread.
[!TIP] Staff can also attach files to internal notes. Internal attachments are not visible to clients.
Allowed File Types
The following file types are accepted:
| Category | Extensions |
|---|---|
| Images | .jpg, .jpeg, .png, .gif, .webp |
| Documents | .pdf, .txt, .doc, .docx |
| Logs | .log, .csv |
| Archives | .zip, .tar.gz, .tar, .gz |
[!WARNING] Executable files (
.exe,.sh,.php,.py, etc.) are blocked regardless of rename. The system checks MIME type, not just the file extension.
File Size Limits
The maximum file size per attachment is determined by the PHP upload_max_filesize and post_max_size settings on the server, and by any limit configured in Admin → Settings → Support → Max Attachment Size.
If an upload is rejected, the client sees an error message indicating the file is too large or the type is not allowed.
Storage Location
Attachments are stored on the server filesystem under the configured storage path. They are not publicly accessible via a direct URL — they are served through the application, which enforces authentication before allowing a download.
Staff can access all attachments on all tickets. Clients can only access attachments on their own tickets.
Viewing and Downloading Attachments
Attachments appear below the relevant message in the ticket thread as labelled file links. Click the file name to download it. Image files also display as thumbnails inline in the thread.
| Viewer | Can see |
|---|---|
| Client | Attachments on their own tickets (client and staff files) |
| Staff | Attachments on all tickets they have department access to |
| Admin | All attachments on all tickets |
[!IMPORTANT] Clients can see files attached by staff (unless those files are on internal notes). If a staff member attaches a sensitive internal document, use the Internal Note tab instead of the reply tab so the client cannot access it.
Deleting Attachments
Staff and admins can delete attachments from a ticket. The file link is removed from the thread and the file is deleted from storage. This action requires password confirmation and cannot be undone.
Clients cannot delete attachments once submitted.
Troubleshooting Attachment Issues
| Problem | Likely cause |
|---|---|
| Upload rejected, type not allowed | File extension is on the blocked list or MIME type mismatch |
| Upload rejected, file too large | Exceeds server upload_max_filesize or app-level limit |
| Attachment link broken | File was deleted from storage manually or by a staff member |
| Client cannot see an attachment | Attachment may be on an internal note — check the note tab |