How to set up rights for an unregistered user in the Help Desk module?

Question

1C-Bitrix

Good afternoon!
There was a problem. The user is sent a message with an attached file.
If you log in as administrator, the file opens and downloads correctly. If under an unregistered user, then he sees a page with the inscription File not found.
I suspect that the problem is in access, but when installing a group for unregistered users - a technical support client, the situation has not changed.

Can you please tell me how to properly set access for these users so that they can download the file?

Answer 1

Question removed. I decided as follows - in the root of the site in the upload-support folder (where files from tickets fall) new folders with insufficient access began to be created. Replaced access to the folder - helped.