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            Optimize Ticket Attachments with the Attachments Component

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            Optimize Ticket Attachments with the Attachments Component

            View and edit a list of files attached to a ticket in the My Support Tickets page with the Attachments component.

            If you built the My Support Tickets page using the site template with Employee Concierge version 8.0 or later, the Attachments component is automatically enabled. If you built the My Support Tickets page using the site template in version 7 or earlier, add the Attachments component.

            These features are available when using ticket attachments.

            • You can add attachments directly to ticket posts or comments, which render in the attachments section of the My Support Tickets page and as a thumbnail icon in your post or comment.
            • You can attach knowledge articles to a ticket post, which render in the Employee Service home page and the My Support Tickets page.
            • The name and file type displays for each attachment uploaded to a ticket post or comment.
            • The user who uploaded an attachment to a ticket post or comment can delete it.
            • You can attach as many files as you want to a ticket, and you can upload up to 10 files at a time.
            • Inline images added by service agents and employees as a comment to a post are duplicated in the Attachments component of the Service Console and Employee Service Community. This action occurs due to the Salesforce CRM functionality. The image is recognized as a new attachment to the comment of a post that is generated from email.
            1. Add an Attachments Component to the My Support Tickets Page
              Add the Attachment component to the My Support Tickets Page and the IT Case Page Layout to attach files to a ticket or edit a list of files attached to a ticket.
            2. Update the IT Case Page Layout to Use Attachments
              Attach files when creating a ticket or edit a list of files attached to an existing ticket. If you deployed Employee Concierge using package version 7 or earlier, edit the IT Case page layout to replace the Files component with the Attachments component and add an Edit button. If you deployed Employee Concierge using version 8 or later, no action is needed.
             
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