How can I troubleshoot attachments issues? Follow

The most common problem with attachments is when a customer tries to send an attachment that's too big. In this case, a warning appears in the related ticket comment letting you know. 

The maximum file size for attachments in ticket comments vary based on plan level. The maximum file size for each attachment is as follows:

• 1 MB for Essential
• 7 MB for Team
• 20 MB for Professional and Enterprise

At this time, there is not a possibility to increase these file size limits, so if you would like to send files that exceed these limits, you will need to use another method. You can choose to host those files on another site and send the customer the hyperlink to the file, or, on the Team plan and above, you can look into using a file sharing app from our Marketplace, such as the Box app which would allow you to share larger files. 

Agents and end users can add attachments when creating or updating a ticket, or replying to an email notification. The attachments become linked attachments, which are links to external files that can be used to download the attachments, if and when they’re needed. This is the default behavior for attachments sent by email and this is what happens when email attachments are not enabled.

If email attachments are enabled, the behavior is different. Agents and end users can send email attachments instead of linked attachments. Email notifications caused by creating or updating a ticket, or replying to an email, include actual attachments, instead of links to attachments. Email attachments appear as images and are a preview of the first page of the file.

Once enabled, when an agent attaches a file to a comment, it is included as an attachment rather than a link.