Adding attachments to tickets
Agents can include file attachments in the ticket reply/forwards. The attachments can be sent to customers as stated below:
- As an attached file(s) with a total BASE64 encoded email size of 40mb or less.
Please note, if the email size is greater than 40MB and you are using Puzzel email gateway to send the email, then the ticket is likely to go into 'Error' state upon receiving a confirmed delivery failure (bounce).
To attach a file to a ticket, you need to
- Open the ticket and click on reply to open the editor.
Click on the paperclip icon and select the file you want to attach
- Click Done to see the file attached and hit send. Please note that in the agent view the file will always appear as an attached file even when your organisation has chosen the attachment to be a downloadable link. However, the recipient will see the file as downloadable link.
