Attachments and file handling
Receiving, sending and storing files safely on a ticket.
What is it?
Customers and staff can attach files to any ticket or reply. Files are type-checked against an allow-list, size-limited, scanned, and stored outside the web root so they can only be reached through an authenticated download.
Why does it exist?
Support runs on evidence — invoices, screenshots, logs, photographs. But an upload field is also the most commonly attacked part of any web application, which is why the handling is deliberately strict.
How does it work?
1
Drag a file onto the reply box, or use the attach button.
2
Blocked file types are rejected with an explanation rather than silently discarded.
3
Attachments stay on the ticket permanently and appear in the timeline where they were added.
4
Downloads require an authenticated session; links cannot be shared outside.
5
If a customer needs to send something large, ask them to link it rather than raising the size limit.
WHO USES IT
Support staff
Customers
WHAT MANAGEMENT ACHIEVES
Evidence stays attached to the case it belongs to, and the upload path is not a security hole.
In practice
A warranty claim carries the serial-number photograph taken at the customer’s site. Three years later the same unit returns and the photograph is still on the record.
See this screen in the real software:
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