A screenshot or a file is often the fastest way to show the support team exactly what you’re seeing. If your support portal has file uploads turned on, you can attach images and documents right in the conversation. This feature is optional and set up per workspace — if you don’t see the option described below, the team supporting you hasn’t enabled it yet.
Before you start
Attachments are added when you reply to a ticket that already exists — not on the first “New support request” form when you open a ticket. If you haven’t opened a ticket yet, see Open a support ticket first, then come back here once it’s created.
Step by step
- Open your ticket — see Track and reply to your ticket if you need help finding it.
- Look at the reply box at the bottom of the window. If uploads are enabled, you’ll see two small icons above the text box: an image icon and a paperclip icon. If you don’t see either icon, uploads aren’t turned on for this workspace — describe your issue in words instead, or ask the team to enable attachments.
- Click the image icon to attach a photo or screenshot, or the paperclip icon to attach any other supported file. Your device’s file picker opens — choose the file and confirm.
- You can also skip the icons entirely: paste a screenshot directly into the text box (copy it, click into the box, then paste), or drag a file from your computer and drop it into the reply box. The box highlights while you’re dragging a file over it, showing where to drop it.
- Once selected, the file appears as a small tag under the text box showing its file name while it uploads. Wait for it to finish uploading before sending — if you click Send too soon, it simply waits until the upload completes.
- Made a mistake? Click the × on the file’s tag to remove it before sending.
- Type your message (attachments can be sent with or without any text) and click Send.
What the team sees
In the conversation, images you’ve sent appear as small clickable thumbnails — click one to view it larger. Other files (documents, spreadsheets, audio, video, and so on) appear as a file card with the file name and a Download link, so anyone reading the ticket can open it.
Limits and supported file types
- Each file must be 100 MB or smaller. If a file is too large, you’ll see an error next to it and it won’t upload — try a smaller file, or a compressed (zip) version.
- Supported types include common documents (PDF, Word, Excel, PowerPoint, plain text, CSV, RTF), images (PNG, JPG, GIF, WEBP, AVIF, HEIC), audio and video (MP3, M4A, WAV, MP4, MOV, WEBM), and zip archives.
- Other file types (for example, executable programs or web page files) aren’t accepted, for security reasons. You’ll see a “File type not allowed” message if you try — save it as a supported format and try again, or describe the contents in your message instead.
If a file shows a scanning message
Every attachment is automatically checked for safety before it’s available to download. While that’s happening, it shows “Scanning…”. This normally finishes within moments — you don’t need to do anything, just check back on the ticket shortly. If a file is flagged, it will show “Blocked” instead of a download link and won’t be delivered; if the check itself couldn’t complete, it shows “Couldn’t be scanned.” In either case, try sending the file again, or mention the issue in your message and the support team can advise.