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.

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