Hi,
Thank you for reaching out.
1 – I am sorry, currently we do not have a feature to make the upload files a required field.
Regarding your second question, if you open a ticket as an administrator through the WordPress panel, you should be able to attach files. If you’re not able to do so, it’s possible that there’s a permission issue with your user account. You can check your user role and capabilities by going to TICKETS->SETTINGS->ROLES & CAPABILITIES.
I hope this helps! Let me know if you have any other questions or if there’s anything else I can help you with.
Regards
Thread Starter
Lidia
(@lydiamunoz)
Hello,
Regarding point 2, I don’t know what I should change in the settings. I don’t think I have explained myself well. When you go to create a new ticket from the wordpress panel, I can’t attach a file, no option appears. However, if I create it, and it is saved, in a reply, the upload file field does appear, but it only appears in the replies. Could you check if this is the case? I would like the file upload field to appear when creating the ticket. Thank you.
Hi @lydiamunoz
What is the Awesome Support version you are using? I tested this again in different environments andcouldn’t reproduce the issue. I was able to attach files when opening a ticket for a user/client.
Regards
Thread Starter
Lidia
(@lydiamunoz)
I am using Versión 6.1.2.
But are you attaching a file when you open the ticket? Or do you open it first and then attach the file in a reply? Because I can attach in replies, where I can’t attach is when I open the ticket. could you send me a screenshot please?
Thanks.
Hi @lydiamunoz
Yes, I am able to attach documents when creating a ticket on behalf of users
https://snipboard.io/wRDlKe.jpg
Regards
Thread Starter
Lidia
(@lydiamunoz)
But that’s not the attachment I’m talking about, I’m talking about an attachment that goes on the ticket, just like when you open a ticket from the web, you can put an attachment on it. But in the case of opening a ticket from the panel, you can’t put an attachment just like on the front end. That screenshot you send me is an attachment inside the text…
Hi @lydiamunoz
Thanks for the clarification, unfortunately currently we do not have the feature.
When you open a ticket on behalf of the user/client from the backend, you use this panel to add a title and description, and from the Add Media option, you can add the attachment.
I hope this helps! Let me know if you have any other questions or concerns.
Regards
Hi,
Marking this topic as clarified. Any questions, we are here to assist.
Best regards.
