Attachments related to a ticket

  • 14 June 2012
  • 2 replies

If I am working a ticket and receive an attachment via email (separate from when the ticket was initially created) that is helpful for resolving the ticket is it possible to somehow link the attachment to the ticket?

2 replies

I believe you can do this by using the Add Note feature. You can "Attach a file from your computer"

Yes, you will be able to add all pertinent attachments to the ticket by clicking on the “Add Note” option and adding the attachments from your system to the ticket. If the attachment is added as a private note, only agents would be able to see the attachments as well.

I hope this suits your requirements.