File upload questions

When a customer leaves a low rating because their order arrived damaged, your first reply is usually a request for a photo. Then the ticket sits until they send one, if they ever do. With the new File upload question, the photo comes in with the rating, so your first reply can be the fix.

Customers can attach photos, screenshots and documents. If you send surveys from your helpdesk, the note on the ticket lists them and links to the response, so whoever answers knows there's a photo before they type a word.

Add the question as a follow-up to a low rating, so only customers with a problem are asked for a photo.