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Can't add attachments to tickets


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#1 quikbox

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Posted 11 April 2016 - 03:34 PM

After a ticket is created, we can't add attachments, the buttons are grayed out. You can only add attachments to the initial ticket.

Is this the way it is supposed to be currently?

#2 Patrick Keil

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Posted 12 April 2016 - 06:25 AM

Hi,

You can add attachments to ticket messages only. To add an attachment to a ticket, send a reply and add the attachment to the reply.

#3 quikbox

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Posted 12 April 2016 - 04:26 PM

Thank you for letting me know, However, not always do you need to reply to a customer, sometimes you want to add information to a ticket for internal purposes.

#4 GreendaysGroup

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Posted 26 April 2017 - 03:23 PM

Just discovered this as we're beginning to use LiveZilla to handle tickets. Quikbox is 100% correct... we like to add attachments to tickets for internal conversation purposes and not necessarily to share back with the client. Would be a nice feature / capability to add.

#5 Patrick Keil

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Posted 27 April 2017 - 08:28 AM

Hi,

Thanks for the clarification.

This change could be confusing. You will never now if the customer has received the attachment or if it was added later.

For internal conversation, there are comments. Adding files to comments would be a better improvement imo.

#6 GreendaysGroup

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Posted 29 April 2017 - 06:14 AM

Yes! Patrick you nailed it on the head. That's exactly what I would love... ability to add via comments. Thank you for understanding my intent. Can you make it so? :-)

#7 Patrick Keil

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Posted 02 May 2017 - 11:35 AM

I added this to our list, I hope that we can add this in 7.0.4.0.





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