How to Configure File Uploads and Attachments

Allow customers and agents to attach files to tickets and replies. This guide covers how to enable, configure, and manage file uploads in Support Genix.

Accessing File Upload Settings

Go to Support Genix > Settings > General > File.

Settings

Allowed File Types

Select which file type categories are allowed:

Enable the categories relevant to your support workflow. Disable types you don’t need to reduce the attack surface.

How File Uploads Work

For Customers (Portal)

1. When creating a ticket or replying, click the attachment icon (paperclip).
2. Select one or more files from your device.
3. Files appear as attachments in the ticket/reply.
4. Submit the ticket or reply.

For Agents (Dashboard)

1. When composing a reply, click the attachment icon in the reply editor.
2. Select files or drag-and-drop them into the upload area.
3. Files are attached to the reply and sent with it.

Viewing Attachments

• Images: If “Image Popup” is enabled, clicking an image attachment opens it in a lightbox preview. Otherwise, it downloads directly.
• Other files: Click the file name to download.
• Attachments are listed below each reply in the ticket conversation.

Security

Support Genix implements multiple layers of file upload security:

Blocked File Extensions

The following file types are always blocked, regardless of settings:

• .php — PHP scripts
• .js — JavaScript files
• .sh — Shell scripts
• .bash — Bash scripts
• .cgi — CGI scripts

These cannot be uploaded under any circumstances.

Secure File Storage

• Uploaded files are stored in the WordPress uploads directory.
• Filenames are randomized using a secure hash: {random_hash}___{original_filename}.
• This prevents direct URL guessing and path traversal attacks.
• Files are only accessible to authorized users (ticket participants and agents).

File Size Validation

• Files exceeding the configured maximum size are rejected.
• The server-side limit is enforced regardless of client-side validation.
• Your server’s upload_max_filesize and post_max_size PHP settings also apply — the effective limit is the lowest of these three values.

Troubleshooting

Files Not Uploading

1. Check the max file size setting. Increase it in Support Genix settings if needed.
2. Check PHP limits. Your server’s upload_max_filesize and post_max_size in php.ini may be lower than your Support Genix setting. Ask your hosting provider to increase them.
3. Check file type. Ensure the file type is in one of the enabled categories.
4. Check disk space. Ensure your server has sufficient disk space in the WordPress uploads directory.

Images Not Previewing

• Ensure Image Popup is set to Enabled in the file settings.
• Only image file types (jpg, png, gif, etc.) support popup preview.

Large Files Timing Out

If large file uploads time out:

• Increase max_execution_time in your PHP configuration.
• Increase max_input_time in your PHP configuration.
• Consider using a CDN or cloud storage for very large files.

Server Configuration Reference

For the file upload settings to work correctly, ensure these PHP settings are adequate:

Related Docs

• Quick Start Guide
• Troubleshooting Common Issues