Ticket Attachments
Ticket Attachments
Tickets accept attachments — screenshots, logs, and (with the Advanced Attachments add-on) office documents and PDFs. Every upload runs through a multi-stage pipeline that strips metadata, validates structure, and scans for malware before the file is stored.
Allowed file types
| Add-on | Allowed |
|---|---|
| Default | image/png, image/jpeg, image/webp, text/plain, application/json |
| Advanced Attachments ✓ | + application/pdf, .docx, .xlsx, .pptx |
The platform refuses anything outside the list. The upload pipeline
additionally verifies the actual file contents match the declared type —
a .png extension on a renamed PDF is detected and rejected.
Size limits
There are two independent caps:
- Per-file: defined by your plan's maximum attachment size. Exceeding it returns an error with the limit shown in the response.
- Per-tenant: total storage across every upload. Exceeding the storage quota rejects the upload. Contact your admin to raise the plan or delete old uploads.
The hard ceiling for any single file is 25 MB, regardless of plan.
What happens to your file
When you upload, the pipeline runs:
- MIME validation — the declared type must be in the allow-list.
- Magic-bytes verification — the file contents must agree with the declared type.
- CDR (Content Disarm and Reconstruct):
- Images are securely processed — EXIF metadata and embedded malicious payloads are removed.
- PDFs are rebuilt, discarding JavaScript actions and similar potentially dangerous fragments.
- Office documents (
.docx/.xlsx/.pptx) are checked for embedded macros and zip-bomb patterns.
- Antivirus scan — the sanitized file is scanned for malware. A match rejects the upload with an error message.
- Storage — the sanitized file is written to the tenant-scoped storage area only after the scan passes.
What happens if the AV scanner is down?
We do not accept files without scanning them. A notification fires to tenant admins (rate-limited to one per hour) so the issue is visible.
Deleting attachments
The uploader and any user with tickets:manage or admin may delete
an attachment. The file is removed and the tenant storage usage is
reduced accordingly. There is no soft-delete.
Linking attachments to comments
When you upload from a comment composer, the attachment is tied to that conversation entry. If the comment is later deleted, its attachments are automatically removed with it.