When you’re replying or creating an Agent note, you can attach a file to your message, for example a screenshot, updated software drivers, or an electronic manual.
The file will be sent as an attachment to notification messages to Users and Agents. It will also be saved in the Agent interface for future reference.
Your Admins may set limits on the type and size of files you are allowed to attach. Remember that the User’s email system may also reject large files (the limit varies, but is typically 5MB-50MB), or files that look like they might be harmful, like .exe files. It is usually more reliable to share files using the Files area of the Help Center.
The add an attachment click on the paperclip icon in the reply box:
There is also an option to drag and drop files into the reply box.
Drag any file onto the bar at the top of the reply box to attach it to the message.
Drag an image directly into the Ticket reply box to insert it into the message, so you can then add text before or after it. This only works with images (gif, png, jpg, jpeg).
You can use drag and drop to attach multiple files to a message at the same time.
If you want to undo adding an attachment before you send the reply, click the X next to the attachment name in the message header:
To access an attachment once it has been added to a Ticket, hover your cursor over the attachment in the message. You get the option to open it in another tab, or download depending on the file type:
Adding Screenshots Quickly
You can quickly add screenshots or other images to the body of your message by pasting them from your clipboard.
If you have software on your computer that can save a screenshot directly to the clipboard with a keyboard shortcut, then you only need to press Ctrl-V (Mac: Cmd-V) in the reply box to upload the image. Taking and adding a screenshot to your Ticket reply can be done in two key presses.#
Editing images within the reply box
To edit the image in your reply box, click on the image and then click the edit icon (the pen). 
This will open the image editor, where you can perform the following actions:
Adjust the image - You can crop, rotate, or flip the image.
Fine-tune the image - Adjust the brightness, contrast, HSV levels, blur, or warmth of the image.
Filters - Apply a filter to your image.
Watermark - Add a watermark to your image by uploading an image or adding text.
Draw - Draw on the image, including adding text, images, shapes, freehand drawing with the pen tool, or adding lines and arrows.
Resize - Resize your image by adjusting the pixel dimensions.
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