Ticket attachments
A screenshot says more than three paragraphs describing an error. Tickets therefore accept files — with a clear list of permitted types and a checking chain every file passes through before it is stored.
#Permitted file types
| Scope | Permitted |
|---|---|
| Standard | PNG, JPEG, WebP, plain text, JSON |
| Extended attachments (add-on) | additionally PDF plus .docx, .xlsx, .pptx |
Anything outside this list is rejected. What is checked is not the file extension but the actual content — a renamed file does not get through.
#Size limits
Two limits apply independently:
- Per file — your plan's maximum file size, but at most 25 MB in any case
- Per tenant — the total storage across all uploads
Once the storage quota is exhausted the upload is rejected. Then either clearing out old attachments or a larger plan helps.
#What happens to your file
Every attachment goes through the same chain: type check, content check, sanitisation — images re-encoded, PDFs reconstructed, Office documents checked for macros — virus scan, and only then storage. The full sequence is described in File security & virus protection.
If the virus scanner is temporarily unreachable, uploads are rejected rather than accepted unchecked. Administration is notified automatically when that happens.
#Deleting attachments
The person who uploaded it may delete it, as may anyone with tickets:manage or admin. The file is genuinely removed and the storage freed again — there is no recycle bin to recover anything from.
An attachment uploaded from within a comment belongs to that comment. Delete the comment later and the attachment goes with it.