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How do I Attach Files to a Ticket in the Console?

You can attach files either directly to a helpdesk ticket or as a comment.

Remember: This feature is not available with a Free subscription. Check out which subscription you need to get the most of GoTo Resolve.
  1. Sign in to the Console at
  2. Go to the Helpdesk page and select a ticket.
  3. Attach your files in one of the following ways:
    • Click Attach files to ticket and browse to a file on your computer to add files to the ticket.
    • Type your comment into the Comments field and then click Attach files to comment. Browse to a file on your computer to select it.
    • You can attach files with a maximum size of 5MB each and 20MB in total.
    • Executable and compressed files, such as .exe and .zip files cannot be attached. See the supported file types below.
    • You can only attach files to newly created tickets.
    • You can attach files to comments even after creating ticket.
    • To remove an attachment, hover over the file and click X in the top-right corner.
  4. Save your changes.
    Remember: Attachments are included in the email notification that is sent when a ticket is created. For information on how to manage email notifications, see How do I Set up Email Notifications in ?
    Tip: You can set up alerts when a ticket is created or modified. See How do I set up email notifications in GoTo Admin?

What types of files can you attach to a ticket?

The following types of files are supported:
  • PNG images
  • JPG images
  • JPEG images
  • GIF images
  • MPEG audio files
  • MP4 audio and video files
  • Plain text files
  • CSV files
  • Microsoft Word documents
  • Microsoft Excel documents
  • Microsoft Powerpoint documents
  • PDF documents
  • Quicktime videos

What can you do with attachments?

  • Click an image attachment to enlarge it.
  • While the image is enlarged, you can zoom in and out with the slider in the top navigation bar.
  • Click to download the attachment.
  • Click to rotate the attachment.
  • Remove an attachment by hovering over the file and clicking X in the top-right corner.
Article last updated: 15 November, 2022