Attaching Files to Tickets #

Files can be attached at ticket creation (by customers) or when adding replies (by agents or customers).

Allowed File Types (Default) #

jpg, png, pdf, docx, xlsx

Configure allowed types under Support Desk → Settings → Attachments.

File Size Limit #

Default maximum: 10 MB per file. Configurable under Settings → Attachments.

Security #

• MIME type is validated on upload (not just extension).
• Files that fail validation are quarantined (is_quarantined = 1) rather than deleted, allowing admin review.
• Files are stored in the WordPress uploads directory, not accessible by direct URL — served through a controlled download handler.