It is sometimes helpful to send us files that will help us to understand your question or your problem.
You can attached files up to a total of 15 MB
.PNG is the recommended format for images and screenshots. If you need to add comment, you can create a .PPTX or a .DOCX, then export it as a .PDF, and attach this .PDF.
.MP4 is the recommended format for videos and movies.
If you use .PNG of .MP4, there is no need to compress them in a .ZIP or .RAR file.
If you need to send bigger file, you can use a third party tool.
With WeTransfer for example, send the file using a link, then insert that link in a reply of the ticket conversation.
Otherwise, it will create a new ticket and confusion.