Ticket Attachments

Attach files to a support ticket in the support messenger, on the conversation you are writing. There is no StackJack upload form.

1. Open the messenger from the Support button in the Portal header, or from the corner launcher.
2. Open the conversation, or start a new one.
3. Use the messenger's attachment control on the composer, and send the message.

Limits are Featurebase's

The file count, the size cap, and the accepted types are set by Featurebase and enforced in the messenger. This page does not quote the numbers, because Featurebase can change them. The messenger tells you when a file is refused.

Check the file before you send it

An attachment goes through as written. Nothing masks or redacts what is inside it.

• Do not attach passwords, API keys, or connector credentials. If support needs to test a credential, they will tell you how to supply it.
• Screenshots carry more than you intend — other browser tabs, a customer's name in a window title, an email preview. Crop before sending.
• Prefer the smallest useful excerpt of a log over a whole export.

What you send stays on the conversation. It is readable by whoever works your ticket — StackJack support, or your organization's managing support partner — for as long as the conversation exists.

Attachments StackJack stores

StackJack does not copy your messenger attachments into its own storage. What it mirrors from each ticket update is the conversation text. Files you attach in the messenger are held by Featurebase under its own terms, and StackJack cannot delete them.

StackJack still holds attachments from before the move to Featurebase, and it still serves them to a signed-in Portal user. To download one you must be one of:

• a current member, or the primary owner, of the ticket's own organization;
• a StackJack support operator;
• a member of the organization's current managing support partner.

Anyone else is refused. Access is checked against your organization membership at the moment you download, not against your sign-in session, so removing someone from an organization stops their downloads straight away even while they are still signed in. There is no public link to one of these files.

When a ticket is closed, StackJack deletes the attachment files it stores for that ticket, and the ticket no longer lists them. If your organization is moving between StackJack regions when the ticket is closed, the files are deleted shortly after the move is complete. When your organization is deleted, StackJack deletes all of them.

Automatic diagnostics are separate

The diagnostic bundle StackJack collects when a ticket arrives (see Submitting a ticket) is not an attachment on your conversation and is never shown to you. It is retrieved separately, and only by the same three groups listed above: your organization's members and primary owner, StackJack support, and your current managing support partner.

When a ticket is closed, StackJack deletes its diagnostics. See the detailed disclosure in Submitting a ticket.