rory and bmurphy3, thanks for letting us know the issues you've experienced.

rory, I searched in our support tickets and it seems like your issue has been resolved by our support team. Let us know if you see this coming up again.

bmurphy3, I'd suggest that you open a support ticket: https://support.atlassian.com/customer/servicedesk-portal?utm_source=landingpage. Your customers should be able to see attachments and if they can't right now, either there's a bug or there might be a configuration issue with the comment field's renderer (it needs to be the wiki render). Either way, our support team can help you the best.

My customers cannot see attachments either. I end up having to email them images/files, which completely defeats the purpose of the Service Desk! Please FIX. This has been an issue since we starting using this product 2 years ago.

This doesn't seem to work. My customers can't see any attachments and it's pretty byzantine.

Hi everyone,

I'm excited to report that we've shipped the improved way for service team members to add customer-visible attachments to both Cloud and Server – they can now drag and drop them to an issue or the comment box.

Here's some information about it:

• Documentation on how attachments work: https://confluence.atlassian.com/servicedeskcloud/attaching-files-and-screenshots-to-issues-780868218.html
• Release notes for JIRA Service Desk 3.0: https://confluence.atlassian.com/servicedesk/jira-service-desk-3-0-0-release-notes-770801761.html

And here's a screenshot:

Thanks for choosing JIRA Service Desk!

The team

Atlassian should definitly fix this.

As a workaround, you can easily code this in a Listener plugin. You just have to add the wiki comment programmatically whenever an image is added to an issue.
You have to determine if files has been attached, then add the wiki comment using the filename. Do this for every new attachements on creation and update events.

We have just discovered this issue. I need a fix for this ASAP. The workaround using attachment markup in https://jira.atlassian.com/browse/JSD-43 is not a suitable solution. Please add this to the pipeline ASAP.

Should be essential in Service desk.
Shame that is doesnot work now.

It's not proper that a new release of SW will change completely the beheaviur of the SW itself and Customer have to wait so long to have a solution!!
for JIRA !!

I hope this will fixed in the near future. It's really annoying to explain why somebody can't see attachments in the customer portal.

The best should be an attachment section within the customer view.

Their was some insight by Edwin in JSD-43

info204, you are correct. I pinged the relevant parties to review it and see what we can do about this stalemate.