1443 - How to upload an attachment to a support ticket

Page contents

How to upload an attachment to a new ticket

How to upload an attachment to an existing ticket

How to view attachments to existing tickets

How to upload an attachment to a new ticket

When logging a support ticket with the Redstor team, you will have the option to upload log files, screenshots or other relevant attachments as part of the ticket, to assist us in resolving your issue.

• Image files (JPEG, GIF or PNG format) of up to 2MB in size can be dragged and dropped directly into the Description field or by clicking on the image icon.
• Larger images or other attachments can be uploaded by clicking on Add file in the Attachments field at the bottom.

How to upload an attachment to an existing ticket

If you have already logged a ticket without any attachments, you can upload them afterwards by following the steps below.

1. Log into the Support Portal and go to My Activities in your profile.

Note: If you don't have login details for the Support Portal yet, see Article 1419 for help.

2. Click on the relevant ticket name.

3. Click Add to conversation.

4. Click Add file or drop files here (below the text field).

5. In the dialog that appears, select the relevant logs and click Open.

Note: If you need help locating your logs, see Article 001.

6. Once your files are uploaded, add some descriptive text in the provided field and click Submit.

7. You will see a notification at the top right to say that your reply was successfully added. The ticket will be updated with your provided text and attachment/s.

How to view attachments to existing tickets

If you need to view the attachments to any existing ticket, follow the steps below.

1. Log into the Support Portal and go to My Activities in your profile.

Note: If you don't have login details for the Support Portal yet, see Article 1419 for help.

2. Click on the relevant ticket name.

You will then see the attachments to this ticket in the list shown at the bottom right.