When a support form creates a ticket (via Help Desk or the conversations inbox), any files uploaded on that form should automatically be added to the ticket’s attachment / Files card, not only stored on the form submission record.
Right now:
- Form submissions with file uploads create a ticket (as expected).
- The ticket gets mapped properties (subject, description, priority, etc.).
- But the uploaded files only live on the form submission, and do not appear as attachments on the ticket record.
For agents and reviewers who live in tickets, this makes the files effectively “hidden” and forces them to dig through the submission to find the right documents/photos.
Why this matters
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Support workflows are ticket‑centric.
Reviewers and agents work from tickets, not from form submissions. They expect “everything for this case lives on the ticket,” especially critical photos or documents (in our case, form uploads like PDFs or images that are essential to resolving the issue). -
Extra time and clicks every time.
After a form submission creates a ticket, staff must:- Open the ticket
- Find the form submission activity on the timeline
- Open the submission
- Locate and download the file
This adds multiple clicks and context switches per ticket, multiplied across many tickets per day.
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Risk of errors and missed files.
Because the files aren’t visible on the ticket’s attachment card, it’s easy for agents to miss that there even is an uploaded file, especially if they aren’t deeply familiar with the form or don’t know to drill into the submission. -
Inconsistent behavior vs other channels.
Email and chat attachments feel more naturally tied to tickets/conversations. Form uploads are treated differently, even though from a user perspective they’re just “another way the customer sent us a file for this case.”