Overview

File Management allows you to upload, organize, and attach files to tickets, assets, customers, and other records throughout Core. Whether you're storing documentation, screenshots, contracts, or any other files, everything stays organized and accessible.

Supported file types

Core supports a wide variety of file types:

• Documents: PDF, Word (.doc, .docx), Excel (.xls, .xlsx), PowerPoint (.ppt, .pptx), text files
• Images: PNG, JPG, JPEG, GIF, WebP, SVG
• Archives: ZIP, RAR, 7z
• Other: CSV, JSON, XML, and most common file formats

Uploading files

Using the Media Library

Open Media from the sidebar to browse and manage workspace media in one place. The Media Library includes files uploaded directly to the library and media already attached to Knowledge Base articles.

From the Media Library, staff with the appropriate permissions can:

• Upload images, video, audio, PDFs, and supported documents without attaching them to another record
• Preview files and switch between grid and list views
• Search by name, description, collection, or related Knowledge Base article
• Organize files in folders and add them to multiple tag-backed collections
• Rename files, add accessible descriptions, move them between folders, and download them
• Reuse a library file in a Knowledge Base article without uploading a duplicate

Knowledge Base media is included in the default All media view. Portal users do not have access to the Media Library; they only see attachments available through published Knowledge Base articles.

Attaching files to records

Files can be attached to most record types including tickets, assets, and customers:

1. Open the record you want to attach a file to
2. Look for the Attachments section or Files tab
3. Click Upload or drag and drop files directly
4. Wait for the upload to complete
5. The file will appear in the attachments list

Drag and drop

For faster uploads:

1. Open any record with file attachment support
2. Drag files from your computer directly onto the attachment area
3. Multiple files can be dropped at once
4. Files begin uploading immediately

Viewing files

Once uploaded, files can be:

• Previewed directly in the browser (images, PDFs)
• Downloaded to your local computer
• Opened in their native application

Click on any file to preview it, or use the download button to save a local copy.

Managing files

Deleting files

To remove a file:

1. Locate the file in the attachments list
2. Click the delete icon (trash can)
3. Confirm the deletion

Deleted files are permanently removed and cannot be recovered.

Media Library files that are attached to a Knowledge Base article cannot be deleted until they are removed from the article. Core names the article using the file so you know where to update it.

File organization

Files are automatically organized by the record they're attached to. To find files related to a specific ticket or customer, simply navigate to that record's attachments section.

Storage and limits

• 100 GB included per technician, pooled across your team. A 5-tech shop has 500 GB to share, a 10-tech shop has 1 TB.
• Add more storage in 100 GB blocks for $7/month each. Open Settings → Billing to add or remove blocks at any time. Blocks are billed prorated.
• Storage usage counts every file in your account: ticket attachments, knowledge base files, contracts, meeting recordings, employee documents, and more.
• Individual file size limits still apply — most uploads top out at 1 GB per file.
• If an upload would put your team over the storage limit, you'll see a message before the upload starts so you can free up space or add a block.
• Removing a storage block is blocked if it would drop your limit below current usage. Delete files first if you want to downsize.
• Files are stored securely in the cloud, encrypted in transit and at rest.

Security

• All files are encrypted at rest and in transit
• Access to files respects your workspace's role-based permissions
• Only users with appropriate access to a record can view its attachments

Best practices

• Use descriptive filenames to make files easier to find later
• Attach files to the relevant record rather than sharing links externally
• Remove outdated files to keep attachments organized
• Use screenshots when documenting issues for tickets

See also

• Tickets - Attach files to support tickets
• Asset Management - Attach documentation to assets

Overview

File Management allows you to upload, organize, and attach files to tickets, assets, customers, and other records throughout Core. Whether you're storing documentation, screenshots, contracts, or any other files, everything stays organized and accessible.

Supported file types

Core supports a wide variety of file types:

• Documents: PDF, Word (.doc, .docx), Excel (.xls, .xlsx), PowerPoint (.ppt, .pptx), text files
• Images: PNG, JPG, JPEG, GIF, WebP, SVG
• Archives: ZIP, RAR, 7z
• Other: CSV, JSON, XML, and most common file formats

Uploading files

Using the Media Library

Open Media from the sidebar to browse and manage workspace media in one place. The Media Library includes files uploaded directly to the library and media already attached to Knowledge Base articles.

From the Media Library, staff with the appropriate permissions can:

• Upload images, video, audio, PDFs, and supported documents without attaching them to another record
• Preview files and switch between grid and list views
• Search by name, description, collection, or related Knowledge Base article
• Organize files in folders and add them to multiple tag-backed collections
• Rename files, add accessible descriptions, move them between folders, and download them
• Reuse a library file in a Knowledge Base article without uploading a duplicate

Knowledge Base media is included in the default All media view. Portal users do not have access to the Media Library; they only see attachments available through published Knowledge Base articles.

Attaching files to records

Files can be attached to most record types including tickets, assets, and customers:

1. Open the record you want to attach a file to
2. Look for the Attachments section or Files tab
3. Click Upload or drag and drop files directly
4. Wait for the upload to complete
5. The file will appear in the attachments list

Drag and drop

For faster uploads:

1. Open any record with file attachment support
2. Drag files from your computer directly onto the attachment area
3. Multiple files can be dropped at once
4. Files begin uploading immediately

Viewing files

Once uploaded, files can be:

• Previewed directly in the browser (images, PDFs)
• Downloaded to your local computer
• Opened in their native application

Click on any file to preview it, or use the download button to save a local copy.

Managing files

Deleting files

To remove a file:

1. Locate the file in the attachments list
2. Click the delete icon (trash can)
3. Confirm the deletion

Deleted files are permanently removed and cannot be recovered.

Media Library files that are attached to a Knowledge Base article cannot be deleted until they are removed from the article. Core names the article using the file so you know where to update it.

File organization

Files are automatically organized by the record they're attached to. To find files related to a specific ticket or customer, simply navigate to that record's attachments section.

Storage and limits

• 100 GB included per technician, pooled across your team. A 5-tech shop has 500 GB to share, a 10-tech shop has 1 TB.
• Add more storage in 100 GB blocks for $7/month each. Open Settings → Billing to add or remove blocks at any time. Blocks are billed prorated.
• Storage usage counts every file in your account: ticket attachments, knowledge base files, contracts, meeting recordings, employee documents, and more.
• Individual file size limits still apply — most uploads top out at 1 GB per file.
• If an upload would put your team over the storage limit, you'll see a message before the upload starts so you can free up space or add a block.
• Removing a storage block is blocked if it would drop your limit below current usage. Delete files first if you want to downsize.
• Files are stored securely in the cloud, encrypted in transit and at rest.

Security

• All files are encrypted at rest and in transit
• Access to files respects your workspace's role-based permissions
• Only users with appropriate access to a record can view its attachments

Best practices

• Use descriptive filenames to make files easier to find later
• Attach files to the relevant record rather than sharing links externally
• Remove outdated files to keep attachments organized
• Use screenshots when documenting issues for tickets

See also

• Tickets - Attach files to support tickets
• Asset Management - Attach documentation to assets