Is it possible to allow Service Desk Customers to view attachments in their Jira Portal?

[HollyV]

From a process perspective, our support team would need to add the attachment to the comment, not the ticket? What about customers sending us attachments? Would those attachments also be accessible?

[Angélica Luz · Accepted solution]

Hello @HollyV,

Thank you for reaching out to Atlassian Community!

When agents add an attachment to the ticket, they can select if it will be shared with the customer (Reply to customer) or not (Add internal note).

This function is only available on the agent view.

On the customer portal, customers can only post public comments, so attachments that they add directly from the portal or those that they add via email will be visible for them and agents/admins. Customers can’t restrict access to attachments on tickets.

Hope this helps!

If you have any other questions regarding this matter, please let us know.

Kind regards,
Angélica