Collect files and screenshots

Screenshots, recordings, and documents often explain a problem faster than words. Use a File Upload question to let customers attach them to their request.

Add a file upload question

1. Open Request form Editor and choose a request type.

2. Select Add question and choose File Upload.

3. Enter a Title, such as "Add screenshots or a screen recording".

4. Choose the Allowed file types.

5. Set the Maximum file size and Maximum file count.

6. Choose whether the question is Required.

7. Publish the form.

Allowed file types

Select at least one type. Customers can only upload the types you allow.

Limits

• Maximum file size: 1 to 25 MB per file

• Maximum file count: 1 to 10 files per question

Where attachments appear

Files customers upload are shown under Submitted attachments on the request in your queue. Your team can preview and download them.

Tips

• Say what you need in the help text, for example "A screenshot of the error message and the page you were on."

• Allow video for bug reports. A short screen recording often shows the steps to reproduce.

• Don't make attachments required unless you truly can't help without them.

• Remind customers not to upload passwords or sensitive personal information.