How to Download Attachments from the Dialog?

When a client has sent documents, screenshots, or other files in the chat, you can save them to your computer directly from the attachments dialog. The system allows downloading a single file, all files separately, or as an archive (.zip).

When Needed

  • You need to save a document sent by the client for further processing.
  • You need to download multiple files from the dialog as a single archive.
  • You need to export attachments from the ticket for archiving or sharing with colleagues.

What's Important to Know

  • Attachments dialog — shows all files from chat messages and from ticket fields (file type).
  • Three download options: single file, all files separately, or as archive (.zip).
  • Ticket logs — download events are recorded in the ticket change history.

Prerequisites

  • You are logged in with operator rights.
  • You have an open dialog with a client that contains attachments.

Step-by-Step Instructions

1. Open the Attachments Dialog

  1. In the open chat with the client, find the "Attachments" button or link (or paperclip icon).
  2. Click it — the dialog with the list of all chat attachments opens.

2. Download a Single File

  1. In the attachments list, find the needed file.
  2. Click the "Download" button next to that file.
  3. The file downloads to your computer with its original name.

3. Download All Files Separately

  1. In the top part of the attachments dialog, click "Download All".
  2. Each file downloads separately to your computer.
  3. Download progress is displayed under the button.

4. Download as Archive (.zip)

  1. In the top part of the attachments dialog, click "Download as Archive".
  2. The system creates a ZIP archive with all attachments.
  3. The archive downloads to your computer with a name like attachments_YYYY-MM-DD_chat-{id}.zip.

Result

  • A single file or archive is saved on your computer.
  • The download event is displayed in the ticket logs (if the chat is a ticket).

What to Check

  • The file or archive appeared in the downloads folder.
  • The file name matches the expected one.
  • Open the file to ensure it is not corrupted.

Possible Issues

  • Download error — check your internet connection and try again.
  • File won't open — ensure you have a program to open this file type.