One thing that would be incredibly useful would be some way of managing attachments within tickets.
I've been looking at using Freshservice as an alternative to Outlook for a number of departments for their workflow and process management, with the aim of removing Shared Mailboxes. The trouble is, we have multiple attachments that are sent in and out with tickets that are being logged. These attachments appear in a ticket as subsequent Notes/Replies to the ticket, and need to be stored in our CRM product as well, but it becomes troublesome to have to manage this on an individual basis as each attachment has to be saved individually from a ticket, then the resulting downloaded files uploaded into our CRM database.
Is there some way of facilitating attachment management throughout an entire Incident/Service Request?