Upload attachment while creating a new ticket:
while creating a new ticket from a mange ticket you can attach any file by clicking the action button and then attach the desired file with a specific device.
once you add device details and problems and click add row you can upload attachments.
Upload attachment on an existing ticket:
Users can also upload attachments in an already created ticket. you can either upload attachment against each device or you can upload an attachment with the whole ticket.
once you upload attachments there will be a proper log for that. Based on the permission you can delete them.
Q: is there any way I can send the attachments via email to a customer?
A: Yes you can send attachments to the customer via email. Here is the process:-