Design files, briefs, and feedback buried in email threads? Attaching files directly to tickets keeps everything in context and easy to find.
Here's a scenario every agency knows: a client sends a design brief as an email attachment. The project manager forwards it to the designer. The designer has questions, so they reply to the PM, who forwards the response to the client. Three weeks later, nobody can find the final version of the brief.
Files belong with tickets
When a file is attached to a ticket, it lives in context. The design brief is attached to the "Create homepage mockup" ticket. The client's feedback PDF is attached to the "Client review — round 2" ticket. Six months later, you can find exactly what was agreed upon.
This isn't about replacing your file storage. It's about putting the right files in the right place so the person working on a ticket has everything they need without asking.
Signed URLs for security
Client files are often sensitive — contracts, financial data, brand assets under NDA. File attachments are served via signed URLs that expire, meaning there's no permanent public link to leak. Access is controlled by your project permissions.
It's the kind of thing you don't think about until a client asks "who can see our files?" — and you want a better answer than "anyone with the Google Drive link."