Zendesk - Ticket - How to upload or download a file?

This article provides the methods to upload a file for usage in a ticket or download an uploaded file. 

How to upload a file?

Using SFTP

1. Click on the SFTP link which can be found in the email that you have received for uploading a file or in the comment section of the ticket. 

   

2. You will get an email with the Login and Password to connect to CAST SFTP server. The credentials are valid for 48 hrs.

   

3. Use any appropriate SFTP client that can be used to upload the file to the CAST SFTP server. Here the usage of FileZilla SFTP client available for download from  https://filezilla-project.org/ is explained. 

   

   1. Enter the hostname as sftp://transfer.castsoftware.com. 
   2. Enter the username which can be found in the mail that you have received.
   3. Enter the password which can be found in the mail that you have received.
   4. Navigate to the file that you want to upload in the 'Local Site' section.
   5. Clock on the 'Quickconnect' button to connect to the CAST FTP Server.
   6. Navigate to the 'Upload' folder in the 'Remote site' section and select it.
   7. Check the status in the status section for the message "File transfer successful...."

   8. Check the 'Remote site' section' to see if the file is uploaded. You will also get a mail saying that file is uploaded.

      NB: For uploading a file please use only the  'Upload' folder 

Using HTTPS

1. Click on the HTTPS link which can be found in the email that you have received for uploading a file or in the comment section of the ticket.

   

2. You will get an email with the Login and Password to connect to CAST HTTPS server. The credentials are valid for 48 hrs.

   

3. Click on the link https://transfer.castsoftware.com mentioned in the mail. Enter the credentials mentioned in the mail in the User name and User password fields in the login page.

   

4. Upload the files in the page that opens up.

   

   1. Click on the 'Select' button to select the files that are to be uploaded.
   2. If the file is properly uploaded, a message can be seen to be generated.
   3. All the files that are uploaded can be seen in the 'Files already uploaded' panel. If a file need to be deleted, select the file then click the 'Delete file' button.
   4.  Click the 'Log out' button to log out of CAST HTTPS server for file transfer.

How to download an already uploaded file?

1. Click on the link https://transfer.castsoftware.com mentioned in the mail. Enter the credentials mentioned in the mail in the User name and User password fields in the login page of CAST HTTPS server.

   

2. To download an already uploaded file from the HTTPS server.

   

   1. Select the file that need to be downloaded.
   2. Click on the 'Download file' button.
   3. Click the 'Log out' button to log out of CAST HTTPS server for file transfer.

    

NB: 

• if your Organization Network prevent the ftp Client to connect to ftp://supportftp.castsoftware.com (Firewall configuration, Proxy parameters), you will not be able to upload input via Secure FTP. In that case, please use the HTTPS option as described above.

• Make sure that the input you upload does not contain invalid characters such as "{", "}".
• Please check for whitespaces when entering the credentials.
• If your file's size exceeds 400 MB, split it into smaller pieces and upload them. To do that, use WinZip for instance, and do the following: 
  1. Go to Settings > Split: Choose the part size to use when creating split or multi part Zip files.
  2. Go to Tools > Multi-Part Zip File