Keep documents on a case

A case collects paperwork: the quote the customer is querying, the screenshot they sent, the spec you are about to send back. Some of it arrives in a message, some of it you simply have. Both end up in the same place, so nobody has to remember which email carried what.

Put a document on the case

1. 1Open the case.
2. 2In the panel on the right, find Bilagor.
3. 3Press the plus button and pick one or more files.

They appear on the case straight away. The customer is not emailed: this is filing, not correspondence. Files up to 25 MB each are accepted, and anything larger is named so you know which one to shrink.

Anything that arrives as an email attachment lands in the same list, so this is also where you look when someone says "I sent you the invoice" and you cannot find which message it came in on.

Send one out with a reply

1. 1Hover the document in Bilagor.
2. 2Press Skicka med svaret du skriver.

It appears as a chip under the reply you are writing, and goes out with it when you send. Press the cross on the chip, or the same button again, to take it back off.

Nothing is copied. The reply claims the document that is already on the case rather than uploading a second one, so the case does not fill up with duplicates of the same file every time you forward it on.

Writing the reply itself is covered in Reply to a ticket.

Filing one somewhere permanent

If your workspace has a document store connected, each document also has a button to file it in the company's own folder, so it outlives the case. That needs the case to be linked to a company first.