Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Can customers view JIRA Sd attachments?


I am evaluating JIRA Service Desk. If an agent adds an attachment to an issue, can a customer view and open the attachment via the customer portal? I tried to do this but can't seem to see the attachment in the portal request/issue? Thanks

3 answers

Debbie, I think I might know the answer to this one!  If your agent does More > Attachments, the file will be attached, but is not easily accessible to the customer.  In a comment you have to use the Wiki markup to link to the attached file (I think it's something like [^filename.docx]).

I found an easier way.  Have your agent open the ticket in the Customer Portal (link "View customer request" is in Service Desk in the right-hand column).  Then click Add attachment.  The file shows up right-away in the Portal as a link to download.

I believe either way the customer has to go to the portal to download the file.  I don't believe it actually attaches the file to any notification emails.

Hope that helps!

Thanks Richard. Both ways worked!



Neither of these options work for me. I'm in the process of convincing our clients to begin using the portal, but with this limitation, I don't see how they would be eager to begin using this. Our team relies heavily on reproduction steps and attachments, and without an easy way to view attachments within the portal, it renders the portal virtually useless to our clients. Any advice is appreciated!

Hi Gary,

When an agent is commenting to the client, they can attach the attachments as part of the comment and they become visible for your clients.  They just use the little attachments option in the comment.

Hope that helps....Susan



Thank you Susan! I've been trying this, but when I do so, the portal user sees: [^filename.xlsx]. I'm not sure if maybe I'm missing something simple, like a permission, but I will verify and report back.

Like João_Romão likes this

I've verified that our Customer group has Create Attachments permission, the user is contained within the Customer group, and the permission checker shows no issues. I'm at a loss...

Like João_Romão likes this

Having the same issue here.  Customer/client cannot download or view a file that I've attached with the little attachment icon in a comment to her.

This is a crazy limitation...

Like João_Romão likes this

Having the same issue.

Users can add files but they can't open it afterwards. They neither can't see the files uploaded by administrators. The following message apears:

[^CF - Upload Sales Order Abril 2019.xlsx] _(32 kB)_

I have checked all the permissions.

This is crazy limitation...

The workaround is explained there:


Basically you need to change the rendering type of the comment field.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Announcing Jira Service Management!

Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...

1,650 views 23 33
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you