A File is a download you want to make available to your Users. It might be a PDF manual or brochure, a software application or driver.
Each File consists of a single download, plus a rich-text description which you can create and edit as you would a Knowledgebase article.
If you use Deskpro Cloud, the file size limit is 10MB. On Deskpro On-Premise, the limit depends on your server configuration.
Create a New File
You can make a New File in 2 ways:
Clicking the + New button and selecting File.
In the File section of Publish, select Layout and click on the '+' button.
The New File editor will open up in the content panel.
There are 3 Fields in a New File that need to be filled in:
File Title: Title of the file
Language: Language the file is written in
Category: The Category that the file is categorized under
To upload a file, you can either:
Click Choose Files and upload a file from your computer.
Click the Hotlink an existing file link and enter a URL (web address) for the file.
You must enter the full URL e.g.
http://www.example.com/files/manual.pdf.You can optionally specify the file size to display.
Once you’ve selected a file, you can use the File Name field to change the filename. You can use this to pick a name that is more meaningful to Users.
You might have saved your download file as Gyr Manual-updated _FINAL_ davehasapproved.pdf, but a better User-facing filename would be ACME_Gyrocopter_Manual-v2.pdf.
Click Create in the bottom left corner to save your download. By default the status will be set to Published, which means that the File will be viewable by Users once you create the file. The status of the File can be changed in the right corner of the New File Editor.
You can add custom fields to files such as a EULA field.
Create a Category
A category can be created in the Category dropdown menu in the New File editor.
The New Files Category will appear in the application panel, where you can enter details about the category, which includes the name, icon and parent category.
In this panel, you can also select the permission settings in the Usergroup field. Here you can tick the checkbox of specific usergroups to only allow certain usergroups to view the Files under this Files Category.
Information Tab
In the Information tab of the Publish properties pane, you can insert Search Words. Search Words work in a way where when a User searched for these words, this article will always be listed on the top results.
To add a search word, click on + Add. You can also add Version Number if you have multiple versions of an upload.
Once a File is created, a URL Slug will be created. The browser icon on the right of the URL Slug is a 'View in User Interface' icon which will take you to the News post on the Help Center. There is a also a copy button to the right of that icon where you can copy the permalink.
In the Information tab of the Publish properties pane, you can also see the following fields:
Permission: Usergroup permissions
Views: Number of views of the File
Comments: Number of comments left by on the File that are published and pending
Downloads: Number of times the File is downloaded
Helpfulness Rating: Ratings Users left on the File
Subscribed Users: Number of Users that subscribe to the File
To view the Comments, you can select the Comments button on the right corner of the Files editor below the Status.
Version History Tab
In the Version History tab of the Publish properties tab, you can see the version history of the File. You can tick the different versions and select Compare to view the different versions side-by-side.
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