Allow access to email attachments throughout the system

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James Richards

• 30 June 2025 00:07

My trainers have been emailing students directly out of axcelerate and attaching documents to the emails. They doi these on a one-to-one basis with customised emails (i.e. not using a template). I recently identifed that you cannot access the attachments that were sent to the student. Support provided me with the below:
 
Thanks for reaching out;
 
I have confirmed that when sending email through direct emails and not templates, that the attachments are not saved. 
Unfortunately, we would be unable to provide a way for you to access these attachments.

Seems a bit ridculous that you can see and access attachements when a template is used nbut not when a free write html email is used. Please fix this issue ASAP.

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• Official comment

  

  Jack Christensen

  • 18 July 2025 00:50

  Hey James,
  
  In general, we always recommend using templates as Mailouts and one-time emails don't always have the same functionality.
  
  Is there a reason that templates are not suitable for use by your trainers? I am guessing this is for just ad-hoc communication.
  
  Thanks,
  Jack
  
  Even a very basic template

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  Elizabeth Hucks

  • 30 June 2025 00:10

  Hmm, yes that would be problematic - no attachments means no complete audit trail. 

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  James Richards

  • 18 July 2025 02:24

  Yes, we porivde flexible training delivery and often our session summaries are not always consistent. Templates are generally hard coded and not flexible for our facilitators to provide the support and summaries for training they have provided.

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  James Richards

  • 18 July 2025 02:34

  To provide a little more clarity, we work one-to-one with appretnice chefs through workplace training, and depending on the businesses menus, we provide additional recipes on a case by case basis to students based on the gaps in their workplace menu. These are attached to email. We want to be able to view these in case a trainer leaves, we then have clarity over what recipes were provided and what is expected of the learner.

  Note: this is a case that has occured for us and has impacted student learning due to not having records accessible. 

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  Hamish Kerr

  • 11 September 2025 06:28

  Hi Jack,

  James is right that this is a huge issue. We are unable to use Templates for this function as we need to be able to edit the template each time, without it saving, which is not a functionality the system has as far as we are aware. Having general emails save the attachment either to the contact note or directly to the portfolio (and then linked back to the note?) would solve this issue.

  This particular request or ones very similar seems to be made very often, I have found at least five or six in a very brief search, some of them having as many as 10-20 upvotes. Is there a system limitation behind this functionality? Because it is a massive problem for our organisation; we need to be able to find all attachments whenever an audit comes whether internal or external and if using aXcelerate we cannot retrieve them at this stage. 

  - Hamish

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  Sky Walker

  • 15 April 2026 04:32
  • Edited

  I have also recommended this be a fix please. Our email attachments could be tailored specifically to the student where a generic template wouldn't necessarily work. 

  If these attachments sent via email or a template cannot be re-opened we effectively lose access to critical evidence where we may be required to produce during audit, validation or dispute. I've now advised trainers to add a student contact note separately to their email because this is the only way we can open the attachments. I think this is an area, and I've seen a lot of similar posts on this topic, for improvement.

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