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Attachments & File Handling

DZDESK supports file attachments on requests to help document issues with screenshots, logs, and other supporting files.

Supported File Types​

Images​

  • PNG, JPG, JPEG, GIF
  • BMP, TIFF
  • WebP
  • SVG

Documents​

  • PDF
  • Microsoft Office (DOC, DOCX, XLS, XLSX, PPT, PPTX)
  • OpenDocument formats (ODT, ODS, ODP)
  • Plain text (TXT, CSV)

Technical Files​

  • Log files (LOG, TXT)
  • Configuration files (XML, JSON, YAML)
  • Archive files (ZIP, RAR, 7Z)

Restrictions​

  • Executable files (.exe, .bat, .sh) are blocked
  • Script files (.js, .ps1, .py) may be blocked
  • Custom restrictions can be configured

File Size Limits​

TypeLimit
Single file25 MB
Total per request100 MB
Total storage per tenantBased on plan

Uploading Files​

Drag and Drop​

  1. Open request (new or existing)
  2. Drag file(s) to the attachment area
  3. Wait for upload to complete
  4. Verify files appear in list

Browse Upload​

  1. Click Add Attachment button
  2. Select file(s) from browser
  3. Click Open to upload
  4. Files are processed and attached

Multiple Files​

  • Upload multiple files at once
  • Each file processed independently
  • Progress shown for each
  • Continue working while uploading

File Processing​

Virus Scanning​

All uploaded files are:

  • Scanned for malware
  • Quarantined if threats found
  • Safe files made available
  • Scan results logged

Image Processing​

Images are:

  • Optimized for storage
  • Thumbnails generated
  • Original preserved
  • Metadata stripped (optional)

Preview Generation​

Previews created for:

  • Images (inline display)
  • PDFs (first page)
  • Office documents (first page)
  • Text files (first 100 lines)

Viewing Attachments​

On Request Page​

Attachments displayed with:

  • Filename
  • File size
  • Upload date
  • Uploader name
  • Thumbnail (if applicable)

Preview​

Click attachment to:

  • View inline preview
  • Open in new tab
  • Trigger download

Download​

Click download icon to:

  • Save file locally
  • Original filename preserved
  • No modifications to content

Managing Attachments​

Deleting Attachments​

Agents with edit permission can:

  1. Click delete icon on attachment
  2. Confirm deletion
  3. Attachment removed from request
  4. Deletion logged in activity

Replacing Attachments​

To replace a file:

  1. Delete old attachment
  2. Upload new version
  3. Add comment explaining change

Bulk Download​

Download all attachments:

  1. Click Download All on request
  2. ZIP file created
  3. Download starts automatically

Security Considerations​

Access Control​

  • Attachments inherit request permissions
  • Only users who can view request can download
  • No direct file URL access

Encryption​

  • Files encrypted at rest
  • Encrypted in transit (HTTPS)
  • Tenant-isolated storage

Audit Trail​

All file actions logged:

  • Upload events
  • Download events
  • Delete events
  • Access attempts

Storage Management​

Tenant Storage​

Monitor storage usage:

  • Current usage shown in settings
  • Alerts at threshold
  • Upgrade options available

File Retention​

Files retained based on:

  • Request retention policy
  • Compliance requirements
  • Manual deletion

Cleanup​

Automatic cleanup for:

  • Deleted requests
  • Expired retention
  • Orphaned files

Best Practices​

For Users​

  1. Relevant files only: Attach what helps resolve issue
  2. Descriptive names: Rename files before upload if needed
  3. Compress large files: ZIP before upload if appropriate
  4. Sensitive data: Redact sensitive information

For Administrators​

  1. Set appropriate limits: Balance usability and storage
  2. Monitor usage: Watch for unusual patterns
  3. Configure restrictions: Block dangerous file types
  4. Review retention: Align with compliance needs

Troubleshooting​

Upload Failed​

File too large

  • Compress the file
  • Split into multiple files
  • Contact admin for limit increase

File type blocked

  • Check allowed types
  • Convert to allowed format
  • Contact admin if needed

Network error

  • Check internet connection
  • Try smaller file
  • Retry upload

Cannot View Attachment​

Preview not available

  • Download and open locally
  • File type may not support preview

Access denied

  • Verify request access
  • Check with administrator

File Corrupted​

After download

  • Try downloading again
  • Check original file
  • Report to administrator

Integration with Other Features​

AI Analysis​

AI features can analyze:

  • Text in images (OCR)
  • Document content
  • Log file patterns

Attachments indexed for:

  • Filename search
  • Content search (text files)
  • Metadata search

Email Integration​

Attachments from:

  • Email-to-ticket conversions
  • Email replies
  • Preserved with email