Manage how customers access attachments
Attachment security is only available on Service Collection Standard, Premium and Enterprise plans. Find out more about Service Collection plans and pricing.
Customers get email notifications whenever someone comments on one of their requests, or tags them in a comment on a request. Comments may include attachments, which are added to the notification emails. Read more about attaching files to work items.
Set up attachment security for customer notifications
You can choose how customers access attachments for security purposes. You must be a project administrator to do this.
To configure attachment security in customer notifications:
From your Customer experience, select Customer notifications.
In the Attachment security section, select one of the two options.
Attachment security options
Download attachments by logging in to the support site
Customers are notified that they have attachments in the notification email. To download the attachment, customers will need to log in to your support site to authenticate.
Download attachments via a secured link (without logging in)
Customers can download attachments via a uniquely generated link without the need to log in to the support site to authenticate. This option is ideal if your service project uses email as the only support channel.
The links can’t be guessed or accidentally discovered but they can be downloaded by anyone on the web with the link.
Be careful when choosing this option if the attachments may include personal data, confidential data, or other sensitive information of a recipient.
A link will automatically expire 28 days after it’s generated, or you can immediately invalidate it by deleting the comment that contains the relevant attachment. If you decide to change this setting, it will invalidate all previously generated links.
Email size
Notification emails may contain images if they’re uploaded to a request.
If the total size of the email is less than 6MB, a recipient will see inline images in the email.
If the size of the email is greater than 6MB, a link will be shown in the email for the images. A recipient needs to log in to the support site to see images via the request, except when Download attachments via a secured link (without logging in) option has been selected where the recipient can download images without logging in.
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