Attaching files to Helpdesk replies and notes
Updated August 6, 2026
Attaching a file
Click the paperclip icon at the bottom of the reply box, or drag nothing — just pick a file from the dialog. The file uploads right away and appears as a thumbnail (images) or a small file chip (other types) above the composer. You can attach up to 5 files per message.
Supported file types
- Images: JPEG, PNG, GIF, WebP — up to 5 MB each
- PDF — up to 10 MB
Every uploaded file is checked against its real content, not just its extension, and images are re-processed before storage — so a mislabeled or corrupted file is rejected with an error instead of being silently accepted.
Removing an attachment before sending
Hover the thumbnail or chip and click the small × that appears in the corner to remove it before you hit Send.
What the customer sees
Attachments on an external reply are delivered to the customer, not just visible internally:
- Live chat (Inquiru widget): images appear inline in the chat and can be clicked to open full-size; other files appear as a downloadable link.
- Email: the file is attached to the outgoing email as a normal email attachment.
Attachments on an internal note are visible only to other agents in the Helpdesk thread — the customer never sees them.
Read-only agents
Light Agents cannot attach files, matching their existing read-only restriction on replying and assigning tickets.