File Attachments Settings in Smart Support

The Smart Support file attachment settings control how customers and support agents upload and access files within support tickets.

You can define file size limits, permitted file types, attachment limits, and other upload behavior to keep your WordPress customer support ticket system manageable and appropriate for your website.

To access these settings, go to:

WordPress Dashboard → Smart Support → Settings → General → File Attachments

Enable File Attachments

Enable Allow file attachments with tickets to let customers and agents upload files when creating or replying to support tickets.

When enabled, attachments can be used to share:

• Screenshots
• PDF documents
• Text files
• Images
• ZIP archives
• Other permitted support files

When file attachments are disabled, the relevant upload options are removed from the ticket workflow.

Maximum File Size

Set the maximum allowed size for each uploaded ticket attachment.

For example:

10 MB

Choose a limit appropriate for your hosting environment and support requirements.

Your WordPress server and PHP configuration may impose a lower upload limit, so also check settings such as upload_max_filesize and post_max_size if larger files cannot be uploaded.

Maximum Number of Attachments

Smart Support can also control how many files may be attached to a ticket or reply.

Setting a reasonable attachment count can help prevent unnecessarily large uploads while still allowing customers to provide the screenshots and documents agents need for troubleshooting.

This is particularly useful for a busy WordPress support ticket system where many customers upload files.

Allowed File Types

Use the Smart Support file attachment settings to specify which file extensions customers and agents are allowed to upload.

Examples may include:

jpg, jpeg, png, gif, pdf, doc, docx, txt, zip

Only enable file formats your support team actually needs.

Avoid allowing executable or potentially dangerous file types such as .exe or .php.

File Viewing and Downloads

Smart Support provides attachment handling options for files connected to customer support tickets.

Depending on your configuration, attachments may be downloaded or opened in the browser when supported.

Force File Download

This approach downloads the attachment instead of attempting to display it directly in the browser.

It can provide a more consistent workflow for files that should be reviewed locally.

Open Supported Files in the Browser

Compatible images and documents may be opened directly in the browser for quicker viewing.

Choose the behavior that best fits your support workflow and the types of attachments your customers normally submit.

Attachment Access and Ticket Permissions

Smart Support uses ticket access permissions when serving ticket attachments, helping ensure files are available to users authorized to access the associated support ticket.

Administrators should still follow standard WordPress security practices, including:

• Keeping WordPress and plugins updated.
• Restricting unnecessary file extensions.
• Using reasonable upload limits.
• Maintaining regular website backups.
• Protecting administrator and agent accounts.

Delete Attachments When Tickets Are Closed

If available in your current Smart Support configuration, you can choose whether ticket attachments should be deleted when a ticket is closed.

This can help reduce long-term storage usage when your support workflow does not require retaining files after a request has been resolved.

Consider your support, privacy, backup, and record-retention requirements before enabling automatic deletion.

Recommended File Attachment Configuration

For most WordPress customer support ticket systems, a practical configuration is to:

• Enable ticket attachments.
• Allow only file types genuinely needed for support.
• Set a reasonable maximum file size.
• Limit the number of files per upload.
• Review attachment access permissions.
• Monitor available WordPress hosting storage.

The right settings depend on the types of customer issues your team handles.

Save Your Attachment Settings

Once your Smart Support file attachment settings are configured, click Save Changes.

Customers and agents can then upload files according to the rules you have defined whenever they create or reply to support tickets.