Store images and files (connect storage)

The images and files that agents and customers attach to tickets are stored in your own object storage. Connect Backblaze B2, Cloudflare R2, or Amazon S3 under Settings → Tickets → Images & Files, choose which one to use, and uploads start flowing there.

Choose a provider

Three S3-compatible providers are supported: Backblaze B2, Cloudflare R2, and Amazon S3. The row of tabs at the top picks which provider you are viewing and configuring — every provider stays reachable — and the one actually used for uploads is badged In use. Only the account owner can manage this.

Connect a provider

1. As the account owner, open Settings → Tickets → Images & Files and click the tab for your provider.
2. Enter the host field: for Cloudflare R2 it is the Account ID (your 32-character Cloudflare account id); for Backblaze B2 and Amazon S3 it is the Region (for example us-west-004 for B2, or us-east-1 for S3).
3. Enter the credentials: Backblaze B2 uses a Key ID and Application Key; Cloudflare R2 and Amazon S3 use an Access Key ID and Secret Access Key.
4. Click Save credentials. Secrets are encrypted at rest and never shown again — the fields display dots afterwards, and you leave them blank to keep the stored value.
5. Click Load buckets and pick your bucket from the list, or type the bucket name and click Use bucket.
6. Click Test connection to confirm Essential Support can reach that bucket with those credentials.

Turn it on for uploads

1. Once a provider is fully configured (host field + credentials + bucket), click Use {provider} for uploads. New uploads go there immediately; existing files stay where they are.
2. To consolidate everything onto one provider, click Copy all existing files here. Essential Support copies every attachment to the target and repoints the links in your tickets. Progress shows live, and you can run it again to retry any that failed.

Good to know

• Access keys are encrypted at rest and never returned to the browser.
• You can configure more than one provider and switch between them. Switching is always a deliberate act (the selector, or Copy all existing files here) — never a side effect of adding a second provider’s credentials.
• If Load buckets cannot list buckets (some credentials lack that permission), type the bucket name manually and click Use bucket.

Related

• Read your tickets with the API — attachments appear on each message
• Test your integration in the Sandbox