--- title: How to Allow File Attachments on WooCommerce Support Tickets description: Let customers attach files to tickets and replies, set allowed file types and a size limit, and understand why files get rejected. url: "https://wpfactory.com/docs/helpdesk-ticket-file-attachments/" updated: "2026-09-27" category: How to --- # How to Allow File Attachments on WooCommerce Support Tickets To allow file attachments on WooCommerce support tickets, go to **WPFactory > Support Tickets > Settings** (also under **Support Tickets > Settings**) in [Helpdesk Support Ticketing System for WooCommerce](https://wpfactory.com/item/helpdesk-support-ticketing-system-for-woocommerce/). Tick **Enable Attachments to Ticket** and **Enable Priority Field to Ticket Creation**, set the allowed file types and size, and save. ![Settings > General with the attachment options filled in (jpg,png,pdf and 2 MB)](https://wpfactory.com/wp-content/uploads/helpdesk-ticket-file-attachments-1.png) ## Before you start - In the current version (3.0.4), the upload field only appears when **both** **Enable Attachments to Ticket** and **Enable Priority Field to Ticket Creation** are ticked. Enabling attachments alone is not enough. - Your server's PHP upload limit (`upload_max_filesize`) still applies. Files larger than that limit never reach the plugin. - WordPress only accepts file types it allows by default. Types that WordPress blocks, such as executables, are rejected even if you list them. ## How to enable attachments 1. Go to **WPFactory > Support Tickets** and click the **Settings** tab. 2. Tick **Enable Attachments to Ticket**. 3. Tick **Enable Priority Field to Ticket Creation**. This is required for the upload field to show. 4. In **Allowed Attachments File Types**, enter the extensions you accept, separated by commas with no spaces and in lowercase, for example `jpg,png,pdf`. The field shows `jpg,png` until you change it. 5. In **Allowed Attachments File Size (MB - 0. for KB)**, enter the maximum size per file as a whole number of megabytes, for example `2`. Leave it empty to rely only on your server's upload limit. 6. Click **Save Changes**. ## How attachments work for customers - An **Attachments** field appears in the new ticket form and in the **Add a response** form. Customers can select several files at once. - The file picker opens filtered to JPG, GIF and PNG images. Customers can switch the picker to show all files to choose another allowed type, such as PDF. - Each uploaded file is saved to the WordPress Media Library and attached to the ticket. - Files show as links under **Attachments** in the customer's ticket view and in the Ticket Content and Responses boxes in wp-admin. ## What happens when a file is rejected | Situation | Result | | --- | --- | | The extension is not in Allowed Attachments File Types | That file is skipped and the customer sees "type file is Not Allowed, try different please." after the file name. Other files are still uploaded. | | The file is larger than the size you set | The ticket or reply is saved, but that file and any files after it are not attached. No error message is shown. | | The file is larger than the server's PHP limit | The file is not attached. Raise the PHP limit with your host if customers need to send larger files. | ## FAQ ### Can I allow files smaller than 1 MB, as the "0. for KB" hint suggests? Not reliably in version 3.0.4. The size is read as a whole number of megabytes, so a value such as `0.5` is treated as 0 and every file is rejected. Use `1` or higher. ### Does "Allowed Number of Attachments" limit how many files a customer can upload? The option is saved (default 2), but version 3.0.4 does not enforce it. Customers can select several files per ticket or reply. ### Why does my PDF get rejected when pdf is in the list? Check the list for spaces or capital letters. Write `jpg,png,pdf`, not `jpg, png, PDF`. The plugin compares the lowercase file extension with each entry exactly as typed. ### Can I attach files when replying from wp-admin? No. The New Response box on the ticket screen has no upload field. Attachments are a customer-side feature. ### Get Helpdesk Ticket attachments are part of [Helpdesk Support Ticketing System for WooCommerce](https://wpfactory.com/item/helpdesk-support-ticketing-system-for-woocommerce/) Pro. If uploads still fail, see the [Helpdesk troubleshooting guide](https://wpfactory.com/docs/helpdesk-troubleshooting/). Need a hand? Our team answers every ticket on the [Helpdesk support forum](https://wpfactory.com/support/item/helpdesk-support-ticketing-system-for-woocommerce/). Related articles - [How to Configure WooCommerce Support Ticket Email Notifications](https://wpfactory.com/docs/helpdesk-ticket-email-notifications/) - [How to Set Up Support Ticket Subjects and Priorities](https://wpfactory.com/docs/helpdesk-ticket-subjects-priorities/) - [How to Assign WooCommerce Support Tickets to Agents Automatically](https://wpfactory.com/docs/helpdesk-assign-tickets-to-agents/) - [How to Reply to and Manage WooCommerce Support Tickets](https://wpfactory.com/docs/helpdesk-reply-manage-support-tickets/) - [How to Let WooCommerce Customers Open Support Tickets](https://wpfactory.com/docs/helpdesk-customers-open-support-tickets/)