Attachments & Screenshots

Most support requests are easier to explain with a picture than a paragraph. Employees and agents can attach files — or paste a screen snip straight from the clipboard — on a new request, on any reply, and by email.

1. Where Files Can Be Attached

Surface	Who	What it attaches to
Portal new-request form	Employee	The request itself
Portal reply box	Employee	That specific reply
Agent reply box (`/home → ticket`)	Agent, Admin, Owner	That specific reply or internal note
QueAssist chat	Employee	The ticket QueAssist raises from the conversation
Email reply	Anyone on the thread	The email that carried them

2. Three Ways to Add a File

•Paste — press Cmd/Ctrl+V in any reply box. This is the fastest route for a screenshot: the Windows Snipping Tool and macOS Cmd+Shift+4 both put the image straight on the clipboard, so there is nothing to save first. Pasted images are named screenshot-<date>-<time>.png automatically.

•Drag and drop — drop files anywhere onto the reply box.

•Browse — click Attach and pick files.

Each file appears as a chip below the composer, with a thumbnail for images, so you can remove anything added by mistake before you send.

3. Limits

Rule	Value
Files per reply, or per new request	5
Maximum size per file	4 MB
Accepted types	Images (PNG, JPEG, GIF, WebP, HEIC), PDF, TXT, CSV

Files arriving by email are exempt from the size cap and the type list — a customer emailing a 9 MB scan or a .docx will never have it silently dropped.

Anything over the limit or of an unsupported type is skipped with a message naming the file, rather than failing the whole reply.

4. Who Can See What

Attachment visibility follows the message it was attached to, so it always matches what the employee can already read:

•A file on a public reply is visible to the employee in the portal and is linked in their email notification.

•A file on an internal note is never visible in the portal. This is enforced when the file is served, not just hidden in the interface, so the link cannot be shared out of the workspace either.

•A file on the original request or emailed in is visible to both sides.

On the ticket, agents get an All attachments card listing every file on the ticket in one place, and each file also appears inline under the reply that carried it.

5. Deleting a File

Agents, admins and owners can delete an attachment from the All attachments card using the bin icon. Use it when a file should never have been uploaded — most often a screenshot that captured a password or someone else's personal data.

Deleting is permanent — the stored file is removed, not just hidden — and it is recorded in the ticket's Activity timeline with the filename and who deleted it.

Employees cannot delete attachments, so a requester cannot remove evidence from their own ticket.

6. What the Employee's Email Says

When an agent replies with a file, the notification email lists the filenames and links to the ticket — it does not carry the files themselves. The employee clicks through and signs in to open them, so nothing sensitive sits unprotected in a mailbox.

A reply can also be nothing but a screenshot. With no text to quote, the email reads "Your agent sent you a file" instead of showing an empty message.

Next, read Ticket List View & Canned Replies for the rest of the agent reply box, or Email Forwarding Setup for how emailed attachments arrive.