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How to Add Attachments and Notes to a Ticket Response

Add Attachment to a Ticket Response


With ProProfs Help Desk, you can add attachments while responding to a ticket. You can send files such as Word documents, excel sheets, images, etc. The maximum file size you can send at once is 20 MB.


Here's how you can add an attachment to your ticket:


Open the desired ticket and click Add Attachment at the bottom of the screen, then select a file from your hard drive.



Add Note to a Ticket


You can add internal notes for your agents. Internal notes are visible only to your agents who are working on a particular ticket.


Benefits of internal notes:

  • Give reminders to your agents about tickets
  • Advise agents on how to deal with a certain ticket


For example, a reminder for the upcoming due date of a ticket.


Here's how you can add an internal note to a ticket:


Step 1: Open a note and click Add Note.


In the above screenshot, the added attachment is visible, you can delete the added attachment, click the delete icon for the attached file.


Step 2: Enter the text in the field provided and click Save as Note to add it to the ticket.






Related Articles:

Child Tickets
Close Tickets
Assign Tickets to Agents