How do I attach a file to your support ticket?

Document created by parche Employee on May 15, 2017Last modified by dshull on Jun 11, 2017
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During the process of resolving a case, an agent may request some files to help determine the root cause of an issue. You will need to attach these to your case so that an agent can receive them.


Before we get into how, I'll explain a little about our ticket system. Our case handling system is email based. If the ticket is created at our ticket portal, or if it is sent directly to our support team, it will be handled via email. We currently do not have phone support and we have limited chat support, so our main mode of contact is via email. That being said, you can attach files to your ticket the same way you would attach a file to an email. Cases are handled via email, but going through the portal gives us more information at the start.


When using the portal, use the instructions below:


  1. Click on "Choose File."
  2. Find the file you wish to upload, and click Open.
  3. The file will now be attached to the ticket.
  4. Finish your response if needed, and click Send.
  5. Your Case and file will be sent.


When sending a Case directly by email:


For this method, you would attach a file as per the instructions that your email service provider has available for you.