Plan requirement
| Subscription | Suite Growth or higher |
| Access | Admin |
Attachments are an option on the service itself, called Upload files, and they rest on an account-wide attachment setting being on. You cannot build this on the service request form, because that form is created automatically and cannot be edited.
Allow attachments
- Check the account-wide setting first, in Admin Center under Objects and rules, Tickets, Settings, in the Downloads and attachments section.
- In Knowledge admin, open Service catalog and edit the service.
- Select Upload files.
- Save, then submit a test request to check the file arrives on the ticket.
The limits, which you cannot raise
| Signed-in requester | Up to 500 files, each up to 50 MB. |
| Not signed in | Five attachments per request, as a spam measure. |
| Raising them | Not possible. |
A service catalog is normally used by signed-in staff, so the higher limits are the ones that apply. These are the help centre's own attachment limits, which service requests inherit because they are submitted through it.
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 option 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 in the description. People send what they think helps, and a line asking them not to is cheaper than dealing with 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.
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