Attachments and how long they're kept
Screenshots can be attached to a ticket — with them the problem is usually understood from the first message.
How to attach
The ticket form and the chat have an Attach photo button. Files can also be dragged straight into the window — a "Drop files to attach" hint appears.
The attachment block is below the message field (marker 4). The current limits are always written under it.
An attached photo can be removed before sending.
Limits
| Parameter | Default |
|---|---|
| Formats | PNG, JPG, WEBP |
| Count | up to 3 files per message |
| Size | up to 5 MB each |
The current limits are always written right under the attach button — they're configurable, and the hint in the interface shows the values in force.
Possible messages: "You can attach at most 3 files", "Only PNG, JPG or WEBP images are supported".
Logs, configs and dumps aren't supported formats. Put such a file on any file host or pastebin and give the link in the message.
Retention
Images are deleted 3 months after the ticket is closed. While the ticket is open, files are kept indefinitely.
In place of a deleted file there's a "Deleted" mark explaining that the file was removed under the retention policy. The conversation text is kept in full — only the images go.
That way space isn't spent on screenshots of long-solved issues.
What to do about it
- If a screenshot from a ticket matters to you, save it before the ticket is closed.
- If you need a file from an old ticket and it's already gone, attach it again in a new ticket.