Replying, attachments and the allowed file types

Replying

Agents reply on the ticket screen of the Agent Dashboard. Customers reply from My Tickets.

1. Open the ticket.
2. Type in the reply box. You can use bold, lists, links and other basic rich text.
3. Attach a file if needed. You can attach one file to each reply.
4. Click "Reply".

Replies appear in the ticket as a list, oldest first. The customer is emailed in both HTML and plain text, and so is every other watcher except the person who wrote the reply. The email contains the reply text but no link to the ticket.

Agents can switch the reply box to "Add internal note". The button then reads "Add note", and the attachment field is hidden because internal notes cannot have files. See "Internal notes and canned responses".

Allowed file types

JPG, JPEG, PNG, GIF, PDF, TXT, LOG, CSV, ZIP, DOC, DOCX, XLS and XLSX. LOG files are accepted as plain text. The file types and the size limit are shown under the attachment field as "Allowed: … Max 10 MB."

Size limit

The default is 10 MB per file. Your server's own upload limit also applies, whichever is smaller.

One file at a time

You can attach one file to each new ticket and one to each reply. To send several files, put them in a ZIP file, or send them in separate replies.

Changing the limits

There are no attachment settings in Helpdesk > Settings. The allowed file types and the size limit can only be changed by a developer, with the filters wphd_allowed_attachment_extensions and wphd_max_attachment_size. See "Developer guide: REST API, hooks and events".

If an upload fails

• "That file type isn't allowed. Allowed types: …" means the file's type is not on the list.
• "Attachment exceeds the maximum allowed size (10 MB)." means it is too large.

See "Troubleshooting: ticket form or attachment problems".

Turning attachments off for a form

Each ticket form built with the Forms module has an "Attachment upload" option that shows or hides the attachment field. See "Building multiple ticket forms with locked routing".

Still stuck? Open a ticket on the support page on ABC and a real person will help.