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Uploading Evidence

This guide explains how to upload evidence such as screenshots, documents, or files when creating or replying to a support ticket on the ED Partners Africa Helpdesk.

You can upload evidence in two situations:

  1. When creating a new ticket
  2. When replying to an existing ticket

Step 1: Prepare Your File​

Before uploading, ensure your file is:

File Requirements​

  • Saved on your device (computer or phone)
  • In a supported format:
    • Images: .jpg, .jpeg, .png
    • Documents: .pdf, .doc, .docx, .xls, .xlsx
  • No larger than 5MB per file
  • Screenshots of error messages
  • Photos of hardware issues
  • Reports or logs related to the problem
  • Relevant documents or forms
File Size Tips

If your file is too large:

  • Compress images using online tools
  • Save documents in smaller formats
  • Split large files into multiple smaller ones

Step 2: Upload When Creating a Ticket​

  1. Go to: https://helpdesk.edpartnersafrica.com
  2. Click "Open a New Ticket"
  3. Log in if prompted
  4. Fill in the ticket form (Name, Email, Help Topic, Subject, Description)
  5. Scroll down to the Attachments section
  6. Do one of the following:
    • Click "Choose File" and select your file, OR
    • Drag and drop the file into the box labeled: "Drop file here or ( choose them )"
  7. Wait for the file to upload (a preview or filename will appear)
  8. Click "Create Ticket" to submit

✅ Your file will be attached to the ticket.

Step 3: Upload When Replying to a Ticket​

  1. Access your ticket:

    • Log in to your account
    • Go to "My Tickets"
    • Click on the ticket you want to update

  2. Scroll to the reply section:

    • Find the "Add a Reply" section at the bottom
    • Type your reply message

  3. Add your file:

    • Look for the Attachments area
    • Click "Choose File" or drag and drop your file
    • Wait for upload confirmation

  4. Submit your reply:

    • Click "Post Reply"
    • Your file will be attached to your response

File Upload Best Practices​

Taking Good Screenshots​

  • Capture the full error message or problem area
  • Include context - show enough of the screen for clarity
  • Use clear resolution - avoid blurry or pixelated images
  • Highlight important areas with arrows or boxes if needed

Naming Files Clearly​

  • Use descriptive names: login_error_screenshot.png
  • Include dates: system_report_2025-08-29.pdf
  • Avoid generic names: image1.jpg or document.pdf

Document Preparation​

  • Ensure text is readable in scanned documents
  • Remove sensitive information that's not relevant to your issue
  • Use common formats (.pdf preferred for documents)

Supported File Types and Limits​

File TypeExtensionsMax SizeNotes
Images.jpg, .jpeg, .png5MBScreenshots, photos
Documents.pdf, .doc, .docx5MBReports, forms
Spreadsheets.xls, .xlsx5MBData files, logs
Unsupported Files

The following file types are NOT supported:

  • Executable files (.exe, .bat)
  • Compressed archives (.zip, .rar)
  • Video files (.mp4, .avi)
  • Audio files (.mp3, .wav)

Troubleshooting Upload Issues​

"File too large" error​

  • Compress the image or document
  • Split large files into multiple smaller ones
  • Use online compression tools

"Unsupported file type" error​

  • Convert to a supported format (.pdf for documents, .jpg/.png for images)
  • Check the file extension is correct

Upload stuck or fails​

  • Check your internet connection
  • Try a different browser
  • Refresh the page and try again
  • Try uploading a smaller file first

Can't find uploaded file​

  • Look for file name confirmation after upload
  • Check if there's a preview or thumbnail
  • Make sure you clicked "Submit" or "Post Reply"

Security and Privacy​

What NOT to Upload​

  • Personal identification numbers (unless specifically requested)
  • Passwords or login credentials
  • Confidential company information unrelated to your issue
  • Personal photos or documents

File Storage​

  • Uploaded files are stored securely on ED Partners Africa servers
  • Files are only accessible to you and assigned support agents
  • Files may be deleted after ticket resolution (check retention policy)

Getting Help with Uploads​

If you continue having trouble uploading files:

  1. Contact support directly: helpdesk@edpartnersafrica.com

  2. Include in your email:

    • Description of the upload problem
    • File type and size you're trying to upload
    • Browser and operating system you're using
    • Any error messages you see

  3. Alternative methods:

    • Email the file directly to support with your ticket number
    • Use a file sharing service and include the link in your ticket

Next Steps​

After successfully uploading evidence: