I am experiencing several challenges related to handling attachments across tickets and conversations:
- Forwarding attachments between tickets
When forwarding information from one ticket to another, attachments are not transferred automatically. Even when creating a sub‑ticket, attachments from the original ticket are not available for the conversation.
The only current workaround is to manually download each attachment and upload it again to the new ticket, which is very time‑consuming. - Difficulty locating the correct attachments in conversations
When viewing attachments under a conversation, all attachments appear in one large list. With thousands of attachments stored in the system, it becomes nearly impossible to identify which ones are actually related to that specific ticket or conversation. - Attachments linked to a ticket are not prioritized or surfaced
Even if an attachment is explicitly linked to a ticket, it does not appear as a natural or prioritized option when attempting to add or forward attachments in the conversation. - Lack of filtering and search options
When selecting files to attach, there is currently no way to filter, sort, or search based on ticket information, conversation context, or metadata.
This leads to a lot of manual searching and increases the risk of linking the wrong files.
A more efficient and user‑friendly solution for viewing, filtering, and transferring attachments would greatly improve the workflow. Ideally, the system should allow:
- Automatic inclusion of attachments when creating sub‑tickets
- Filtering or searching attachments based on ticket ID, conversation, or metadata
- Prioritization of attachments that are explicitly linked to the ticket
- A simplified way to locate only the relevant attachments for the current case
Could you please look into whether these improvements can be implemented, or if there are existing features that could address these challenges?