Support documents: the library

Price list, guides, forms: what support keeps sending unchanged. It is uploaded once here and attached when replying to a ticket with «From the library». In the «Centro di controllo», Resources group, entry «Documenti»: the page is called «Support documents».

Uploading

• «Upload document», top right — a file from the computer. The cap per file is written on the page when it is empty.
• «From Files» — if you have Kamzan Files, choose a file from there: a window opens in the centre to browse «Company space» and «Personal space». A copy arrives in the library, with the «from Files» badge.

Every document has a «Name» (what agents read), the «File», the «Version» and the «Updated» date.

Updating a document

On the row, «Replace file»: you upload the new file and the version goes up. It is a single gesture: from that moment whoever attaches from the library sends the new one. In tickets where the old version had already gone out, «Outdated version» appears next to the attachment: the customer has the copy of that moment, and it shows.

If the document comes from Files and it changed there after the import, the row shows «Updated in Files» and the «Refresh from Files» button: until you press it the old version still goes out. If the source file is no longer in Files, you read «No longer in Files» — the copy in the library still works.

«Rename» only changes the name agents see.

Removing it

«Remove from library»: it can no longer be attached. Tickets it was already sent to keep it, with the «No longer in library» label.

Who can do it

Uploading, replacing and removing require the support documents privilege; without it, the page says so and stays read-only. Attaching from the library, on the other hand, can be done by anyone who replies to tickets.

Space

Ticket attachments and library documents count against the same space cap, which is shown in «Settings» → «Generale», card «Storage». When space runs out customers’ emails still come in: only agents’ attachments and library uploads are blocked.

Questions this guide answers

• where do I put the price list to send to customers
• how do I upload a reusable document
• how do I update a document in the library
• what does superseded version mean
• importing a document from files
• attachment library