Attaching files to ticket comments via API

Overview

You can now attach files like PDFs or images to ticket comments using the API. This is useful for workflows that involve third-party systems—such as network monitoring tools—that automatically create tickets and need to include attachments.

Steps

To attach a file to a ticket comment via the API, follow the steps below.

1. Create a ticket comment.
   Use the CreateTicketComment mutation to create a comment on the ticket you want to attach the file to.

2. Generate an upload URL for the file.
   Use the CreateTicketCommentAttachmentUploadUrl mutation. 
   
   A successful call will return:

   • File key: Used to reference the uploaded file

   • URL: The pre-signed URL where the file must be uploaded

3. Upload the file.
   Use the provided URL from Step 2 to upload your file using a standard HTTP PUT request. Make sure the content type matches the file format.

4. Create the ticket comment attachment.
   Use the CreateTicketCommentAttachments mutation.
   
   Provide:

   • file key: From Step 2

   • file name: e.g., error-log.pdf

   • file type: e.g., application/pdf