Sending files and attachments

The short version#

We don't store attachments. Files are checked for viruses and passed straight through to whoever they're addressed to — then we let them go. Nothing sits on your ticket waiting to be downloaded later.

That's a deliberate choice. Your customers' documents are your business, not ours, and the safest place for a file is the inbox it was meant for.

Attaching files to your replies#

You can attach files to any reply from the ticket screen — click the paperclip under the reply box. The file is scanned for viruses and emailed to your customer.

It takes a few seconds to send while the scan runs. That's normal.

Keep your own copy if you'll need it again. Once the reply is sent, the file is gone from our side. Your ticket will show that you sent it, and the name of the file, but there's nothing to download.

Can customers send you files?#

That depends on whether Manage Tickets From My Own Inbox is switched on for your agent. It is available on every plan, so this is your choice rather than a plan limit.

With email-based support on#

Yes. Customers attach files by replying to any email from their ticket. The file is scanned and arrives in your inbox with the ticket notification.

Your ticket will note that a file came through and where it went, but again — the copy in your inbox is the copy.

There is deliberately no upload button in the chat window. The chat is open to anyone who visits your site, so letting strangers upload files would mean anyone on the internet could push a file at your inbox. Requiring an email reply means every file comes from a real address attached to a real conversation.

If a customer asks your agent how to send a screenshot, it will point them to the confirmation email.

With email-based support off#

No. If a customer emails a file, their message still reaches you as normal — only the file is removed. They get an automatic email explaining that attachments aren't accepted and asking them to describe the problem instead.

Your agent knows this too, and will ask customers to describe what they're seeing rather than promising them something that won't arrive.

To turn attachments on, switch on Manage Tickets From My Own Inbox in your helpdesk's General settings. It's included on every plan.

What's accepted#

Photos and images: JPG, PNG, GIF, WebP, HEIC (the format iPhones use by default)

Documents: PDF, Word (DOC, DOCX), Excel (XLS, XLSX), CSV, plain text

Limits: 10 MB per file, 5 files per message.

Anything else is rejected — including ZIP and other compressed folders, and files that only look like images. The sender is told which file didn't get through and why, so nothing disappears silently.

Virus checking#

Every file is scanned in both directions: files customers send you, and files you send customers. Anything that fails is blocked and never delivered.

We scan outgoing files too because they're sent under your business's name. A file leaving your helpdesk should be as safe as one arriving.

Why we don't keep files#

Storing other people's documents means becoming responsible for them — keeping them safe, keeping them private, and keeping them exactly as long as the law expects and no longer. That's a serious obligation, and it isn't what LucyIQ is for.

Passing files straight through means there's no store to breach, nothing to leak, and no copy of your customer's invoice sitting on a server somewhere after everyone has forgotten about it.

The practical trade-off: your inbox is the system of record for attachments. Save anything you'll need later, the same way you would with any other email.