Case Attachments - Getting Started

An attachment is an external file associated with a case in Agent. Attachments provide additional context or supporting documentation for customer interactions.

Examples of case attachments include:

• Scanned letters sent by a customer

• Image files related to a case

• Voice recordings from phone calls

• Documents such as Word or PDF files

Viewing an attachment on a case

To view an attachment on a case, in the Attachments section of a case window, click the name of the attachment you want to view.

Additional behaviors:

• For links, hover over link to view URL.

• For image files, hover over file name to preview thumbnail. Supported image extensions: .jpg, .jpeg. .gif, .bmp, .tif, .png, .jpe, .jif, .jfif, .jfi.

• For PDF files, hover over file name to preview thumbnail of first page.

If your computer supports the file type, the attachment opens in the appropriate application, such as Microsoft Word for .doc or .docx files, or Adobe Reader for .pdf files.

If a case contains multiple attachments:

• Attachments appear in a scrollable list.

• Use the search bar to find an attachment by name.

• The list updates to show only attachments that match your search entry.

Downloading attachments

You can download one or more attachments from a case in a single action.

Downloading a single attachment

1. In the Attachments section of the case window, select check box next to attachment you want to download.

2. Click the menu button on the Attachments section banner.

3. Click Download Selected Attachments.

The attachment downloads to your browser’s default download location.

Downloading multiple attachments

You can download multiple attachments at once. This is useful when a case contains many files.

1. In the Attachments section of the case window, select check box next to each attachment you want to download.

   • To select all attachments, select check box in column header row.

2. Click the menu button on the Attachments section banner.

3. Click Download Selected Attachments.

All selected attachments are packaged together and downloaded to your browser’s default download location.

Adding attachments to a case

You can add attachments to a case in several ways.

Method 1: Uploading attachment files

This is the most common method. You can upload multiple files at once.

To upload an attachment:

1. In the case window, click Add Item → Attachment → Link. Alternatively, on your keyboard press Ctrl + I, then H, then N.

2. Click Browse, then select file or files.

3. Review or edit the description in the Description field.

4. Select an attachment type from the Attachment Type list.

5. Click OK.

Uploading HTML files that contain <script> tags is not permitted.

Method 2: Attaching a file link manually

Use this method when the file is stored in a network location and you want to create a link instead of uploading the file.

To manually attach a file:

1. In the case window, click Add Item → Attachment → Link. Alternatively, on your keyboard press Ctrl + I, then H, then N.

2. Enter description in Description field.

3. Enter full file path in Link field.

4. Click OK.

5. Save the case.

When you save the case, the system validates file path and creates link to file. Users can click the link to open the file from the network location.

Method 3: Pasting an Image as an Attachment

You can paste a captured image directly into a case.

To paste an image:

1. Capture an image using a screenshot tool.

2. In the Case window, on you keyboard, press Ctrl + V.

3. In the Upload Image window, review the preview.

4. Enter a description in the Description field.

5. Optionally, select an attachment type.

6. Click Upload.

The image appears in Attachments section.

Deleting attachments from a case

To delete an attachment:

1. In the Attachments section of the case window, select a check box next to the attachment.

2. Click the menu button on the Attachments section banner.

3. Click Delete Attachment.

4. In the confirmation dialog, click Delete.

To delete an attachment from the Add Attachment window, click Delete in file name row.

Deleting an attachment is permanent.

Attachment section menu

To open the Attachments section menu, click the menu button on the section banner.