Hi @apellot 

Greetings From Freshworks Community 

Looks like there are issues with agents attaching the image while sending replies to the ticket. Please correct me if my understanding here wrong here.

Ideally the size is the only restriction that we have as of now, you will only be able to attach a maximum size of 20MB when receiving an email and for replies sent out of Freshdesk.

If the above is not the scenario, just to be sure this is not a system issue could you ask the agents to try from a different browser and confirm if the issue is reproducible.

If the above does not fix the issue please help us with the below information:-

• Screenshot/videograb of the error they see while uploading the file.

You can share these details with me in the DM or you can drop an email to support@freshdesk.com and we would have the same checked for you.

Thanks