Customers can attach files when submitting tickets via web form, email, or the customer portal. Agents can attach files to their replies, such as screenshots of steps, PDF guides, or corrected documents. Attachments are stored within the ticket record for as long as the ticket is retained.
Zoho Desk supports common file types including images (JPG, PNG), documents (PDF, Word, Excel), and compressed files (ZIP). File size limits apply per attachment and per ticket. Administrators can configure which file types are permitted for security purposes.
Knowledge base articles in Zoho Desk can also include attachments such as PDF guides, software installers, or template documents. These are accessible to customers in the Help Centre, providing downloadable resources alongside article content.
An attachment is a file added to a ticket by a customer or agent. Common attachments include screenshots, documents, photos, and log files that provide evidence or supporting information for the support case.
Zoho Desk supports images, PDF, Word and Excel documents, ZIP files, and other common formats. Administrators can configure which file types are permitted. File size limits apply per attachment and can be configured in account settings.
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