A great support reply often needs more than words. From the ticket composer you can attach files (a screenshot, a PDF, a log) and insert a help article so the customer can read a relevant guide alongside your answer — all without leaving the conversation. This tutorial shows you how, from the ticket detail page at /dashboard/support-hub/support/{id}.
How to enrich a reply with files and help articles in Cornerspot
Open the ticket you're answering, type your reply on the Public reply tab, then add the extras before you send.
1. Write your reply
On the Public reply tab, type your response in the rich-text editor (it prompts you with “Type your reply…”). Public replies are emailed to the customer and shown in their portal thread, so anything you attach or link travels with the message.
2. Click “Attach” to add a file
In the composer toolbar, click Attach and choose one or more files. The attachment is added directly to the reply you're writing.
3. Watch the upload queue
Each file appears in a queue beneath the editor. While it uploads it shows “Uploading…”; when it's ready you'll see the file's name and size next to a paperclip. If a file is rejected it shows “Upload failed”. Every row has a remove button so you can drop a file before sending.
4. Open “Knowledge Base” and search
Click Knowledge Base to open the article picker, then type in the “Search help articles…” box. Cornerspot lists matching published help-center articles as you type.
5. Insert the article
Click the article you want and a link to it is inserted right into your reply, so the customer can open the guide from the message.
6. Send the reply
Click Send — or press Ctrl + Enter (⌘ + Enter on a Mac). Your reply, its attachments, and the linked article all go to the customer together.
7. Your enriched reply is posted
The reply appears immediately in the conversation timeline. The customer reads it — with your file and article — in their portal thread or email.
Good to know
- Attachment limits: Your team's attachment policy sets how many files you can add per message and a size cap for each. Files outside the allowed types or limits are rejected with an “Upload failed” message.
- Drop a file before sending: Each queued attachment has a remove button, so you can swap a file out before the reply goes.
- Insert GIFs too: The GIF tool opens a picker; selected GIFs appear as removable pills above the editor and are included with your reply.
- Public replies carry the extras: Attachments and inserted articles ride along with a public reply the customer reads in their portal thread or email.
Tips for richer support replies
- Attach a screenshot or annotated image when a picture makes the fix obvious.
- Link the help article that answers the question so the customer can self-serve next time.
- Keep the policy in mind — large files may be rejected, so compress or split them when needed.