Black Friday Deal—Save up to 40% on an unlimited agents plan at $75.  

Deleting a File Attachment

Updated on : July 25, 2022

A file attachment can be deleted by both agents and customer based on the permissions. This option helps to remove any confidential files or wrongly uploaded files in the ticket.

How to delete a file in the agent portal?

Inline file delete from ticket reply

You can delete a file in the agent portal by using the following steps:

  1. Open the ticket and navigate to the reply in which the corresponding file should be deleted.
  2. Click the highlighted delete icon to delete the file.
Ticket List Page
Ticket List Page


File delete from files tab

Steps for deleting a file from the file tab:

  1. Open the ticket and choose the Files tab.
  2. Click the highlighted delete icon to delete the file.
Delete File Icon
Delete File Icon
  1. Click the Yes, Delete option from the Delete File dialog.
Yes, Delete File Dialog
Yes, Delete File Dialog


Permissions:

To delete a file attached in the agent portal, an agent should enable the Delete files uploaded in ticket permission. By default, Own uploaded files will be selected, as highlighted in the following image:

Roles and Permission Page
Roles and Permission Page


PermissionsDescription
Own uploaded filesAgents can delete only files uploaded by themselves.
Own or any agent’s uploaded filesAgents can delete files added by other agent and by themselves.
Own, any agent’s or any customer’s uploaded filesAgents can delete files added by other agent or customer and by themselves.


Note:  To delete files from both reply and note message, the user should enable the Delete files uploaded in ticket permission.

Delete Files Uploaded in Ticket Permission
Delete Files Uploaded in Ticket Permission


How To Delete A File In The Customer Portal?

You can delete a file in the customer portal by using the following steps:

  1. Open the ticket and navigate to the reply in which the corresponding file need to be deleted.
  2. Click the highlighted delete icon to delete the file.
Delete File Icon
Delete File Icon
  1. Click the Yes, Delete option from the Delete File dialog.
Yes, Delete File Option
Yes, Delete File Option


Permissions:

To delete a file attached in the customer portal, user can be able to delete files added by themselves. Additionally, user must have reply to permission to the ticket (i.e., User must be either requester or added in CCs)

Was this article helpful?

    Live Chat Icon