Learn how to succeed in your role as a service desk agent.
Attach files and screenshots to issues
To share information with your customers, you can attach documents, images, and screenshots to your Jira Service Desk issues. You can also restrict attachments to be viewed by your internal team only.
You can add files and images to any issue in your service desk project. When working on an issue, drag and drop a file onto the issue or select in the comments bar. You then have the option to add a comment with more information about the attachment, and then share the file and comment with your customer or with your internal team only.
Connect your file storage services like Dropbox and Google Drive in the add attachment dialog to add your cloud-hosted files to issues.
When adding or editing a comment, you can also select to add files and images.
Some considerations for attached files:
File formats: GIFs, JPGs, PNGs
File names can't contain any of these characters: '\', '/','\"', '%', ':', '$', '?', '*'.
By default, the maximum size of any one file is 10MB, but your Jira admin can change this limit.
Access ZIP file contents
You can view the contents of a zip file (including '.zip' or '.jar' file name extensions) in the attachments section. Click the down-arrow and select List. In list view, click the arrow icon in front of the zipped file's name to view and download its individual files. If a file is located within a subdirectory of the zipped file, the path to that file is indicated in the content of the zipped file. To download the entire zip file, click Download Zip.
Capture and attach screenshots
You can capture a screenshot and drop or paste it directly onto an issue.
Capture a screenshot
Drop or paste the image onto the issue
Optionally add a comment
Choose Reply to customer or Add internal note
The screenshot feature only works with Windows or Mac client. If you use another operating system, you can attach a screenshot using the file attachment feature. For Linux users, please see our article for enabling this feature.
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