Why It Matters
Visual context like error screenshots or log files drastically reduces the time it takes an agent to understand, troubleshoot, and resolve a complex issue.
How to Set It Up
- Access the Ticket: Navigate to Assistance → Tickets and open the specific ticket where you want to provide additional context.
- Upload a Document: Locate the main response box within the ticket’s timeline and ensure the dropdown is set to Document. You can either drag and drop a file directly into the reply area or click the upload icon to browse your computer for the necessary file.
- Paste an Inline Image: If you are providing a screenshot, you can paste the image directly into the text editor of a Followup using your keyboard’s paste command. This inserts the image inline, ensuring the agent sees the visual exactly where it belongs within the context of your written message.
Next Steps
Open a test ticket and try both dragging a file into a Document response and pasting a screenshot into a Followup note to ensure both methods successfully save to the ticket timeline.
