When submitting a ticket and requesting support, you may be asked to upload certain files in order for us to fully investigate an issue. This can be done in two ways and depends on the size and type of your files. The information contained in the tabs below give step-by-step instructions and demonstrate how this is possible.
- Once you have completed the initial ticket form with the details of your request or you have the ticket open within your Customer Portal, click the '+Attach File' button towards the lower part of the screen.
- A dialog will be displayed that will allow you to select the file that you want to upload. Locate the file and click 'Open'.
- The file will begin to upload to the ticket and once complete, it will be displayed on the screen. If the file size exceeds the maximum that is allowed, then please advise us of this within the ticket and a member of our team will provide you with a unique upload link that will enable you to send your file to us in a different way.
- Once a file has been uploaded, you can then upload more files in the same way or send us your request by clicking 'Submit'.
TOP TIP
There may be occasions when certain file types cannot be uploaded - If this is the case, this can be easily overcome by adding the files to a compressed zipped folder and then uploading the .zip
If attaching a file directly to a ticket is not possible (due to the file size or file type), then the agent dealing with your ticket request will provide you with an upload link.
- Click the link, a new web browser window will open and the 'ZebrawareSecure Files' upload request will be displayed
- Drag and drop all files that you want to upload into the area indicated on the screen.
- Once uploaded, they will be displayed like the image seen below;
- Once you have uploaded all of the files you want to send, click 'Upload' to complete the process.
- The agent responsible for your ticket will be monitoring our servers for any incoming files, but it is always best practice to advise us of your upload via a new message within your ticket.
TOP TIP
There may be occasions when certain file types cannot be uploaded - If this is the case, this can be easily overcome by adding the files to a compressed zipped folder and then uploading the .zip