Screenshots and files on tickets
Tickets carry screenshots, photos and PDFs both ways: requesters can send them in, and your team can reply with them.
Attach in a reply or note
In the ticket's reply box, paste a screenshot (Ctrl+V, or Cmd+V on a Mac), drag files anywhere onto the open ticket, or click Attach. A screenshot file copied from your desktop or file manager pastes as a file, too. Each file shows under the box while it uploads; click ✕ to take one off before you send. A reply can be files alone, with no text.
Attach on a new ticket
In + New ticket, paste a screenshot into the description, drop files onto the form, or use Attach under Screenshots or files.
See them on the ticket
Images show as thumbnails under the message they came with. Click one to enlarge it; use the arrow keys or the arrows on screen to move between images, Download to save a copy, and Esc or Close to go back. PDFs show as a file chip you click to download.
| Where files come from | What happens |
|---|---|
| Your reply | The requester gets the files attached to the reply email. If a reply's files add up to more than about 28 MB, the rest are sent as download links that work for 14 days and open only that file. |
| Internal note | Files on an internal note stay internal, marked Internal in the thread, and are never emailed to the requester. |
| Inbound email | Attachments on an email to the help desk are saved on the ticket, including screenshots pasted into the body of the message. Small images such as signature logos are skipped. If a file can't be saved (an unsupported type, or too large), the ticket says so in an internal note, and the ticket itself is always created. |
| Public web form | Requesters can add screenshots or PDFs with Add a screenshot, by dropping files, or by pasting a screenshot into Details. |
- What you can attach: images (PNG, JPEG, GIF, WebP) and PDF files, up to 10 MB each, 10 per message and 50 per ticket. Edventory checks what each file really is, so other file types renamed to look like an image are refused.
- Privacy: location and camera details (EXIF and GPS data) are removed from photos when they're uploaded, along with anything a phone stores alongside the photo, such as the short video of a Motion Photo or extra copies of the image. A photo that can't be read safely is refused, with a message asking for it to be saved again.
- Who can open them: anyone who can work the ticket in Edventory. Building administrators see files on their own school's tickets.
- Removing a file: open the image and click Delete. Anyone it was already emailed to keeps their copy.