Plan requirement
| Subscription | Suite Growth or higher, Guide Professional or higher |
| Access | Admin |
Letting people attach files to a catalog request, and asking for the right thing rather than any thing.
Allow attachments
- Open the service in Knowledge.
- Add an attachment field to its form.
- Label it with exactly what you want.
- Save, and submit a test request to check it arrives.
Name the file you want
"Attachment" gets you a screenshot of a whole desktop. "A photo of the label on the back of the device" gets you the serial number, first time.
The label is doing the work here, not the field.
Only where it saves a round trip
An attachment field on every service trains people to skip it. Put it where the file genuinely shortens the job: a quote, a signed form, a photo of the fault.
Where files end up
On the ticket, visible to whoever can see the ticket, and counted against your storage. That matters for two reasons: anything sensitive is now in a support ticket, and a service that routinely collects large files is a service worth checking the volume of.
Say what not to send
If a service could attract passwords, identity documents or payment details, say so on the form. People send what they think helps, and a line asking them not to is cheaper than removing it afterwards.
Check it as a requester
Attachment fields behave differently on a phone, which is where photos come from. Submit one from a phone before you rely on it.
Comments
0 comments
Article is closed for comments.