Hello,
Our workflow creates tickets with instructions requiring customers to upload files to complete tasks. Customers receive a portal invite and log in, expecting to upload files to those tickets.
Currently, customers cannot upload any files until they first send a message (start the conversation) on the ticket in the portal. This creates friction because:
- The workflow instructions say “please upload your file here,” but customers can’t do this immediately.
- Customers get confused, slowing down the process.
- Our reps only review attachments after customers complete tasks, so this extra step is unnecessary and complicates things.
Please remove the requirement that customers must start the conversation before uploading files to tickets created automatically by workflows.