There is no way to easily allow a client to link internal network files or locations. The hyperlink button in the notes section of the helpdesk ticket has no browse function and permits external web links only. The only way ot link internally is to use this string: <a href="YOUR FILE LOCATION HERE"><font size="2"> LINK NAME</font></a>
Our clients don't like this, understand it or have much succes with it - neither do our techs, it's very laborious to add to a ticket.
Could the exisiting hyperlink button be ammended to allow you to browse toan internal network location?