topic Re: Attachments in Tickets & Conversations

Attachments

SBenAriKarni — Thu, 09 Mar 2023 14:38:18 GMT

Hello,

I'm the latest member of our team, who joined HubSpot. All of us have the same configurations but only I can't see the attachments.

2 sales representatives tried to assist but they couldn't.

I will appriciate your guidness.

Thank you,

Sharon

Re: Attachments

elizheleva — Thu, 09 Mar 2023 18:03:31 GMT

Hi Sharon,

When you say that you have the same configuration, do you mind me asking if you all have paid Service seats allocated? Also, what attachments are you referring to part of the tickets, or the documents section?

Thanks,

Eli

Re: Attachments

DavidVoigt — Fri, 24 Mar 2023 14:36:37 GMT

Hi Eli,

a customer observed a similar issue in their account. The questions in your reply seems to indicate that attachment visibility is related to having a paid service seat allocated to a user. Could you elaborate on that?

Thanks,
David

Re: Attachments

elizheleva — Mon, 27 Mar 2023 19:25:08 GMT

Hi @DavidVoigt ,

In my questions I was trying to understand if we're talking about the Documents section or the attachments as a part of the tickets. Depending on the permission sets and seat allocation, that can determine what information is visible.

What is happening to your client? Can they not see attachments to tickets? Attachments in the contact records? Or the documents section? Or something else? 🙂

I'm happy to give more ideas if I have more context.

Cheers,

Eli

Re: Attachments

SBenAriKarni — Thu, 13 Apr 2023 06:26:18 GMT

Good morning,
I can’t see the attachments in Tickets.
Here is a print screen
[cid:image003.png@01D96DE9.F3C65810]

Re: Attachments

elizheleva — Thu, 13 Apr 2023 17:52:12 GMT

Hi there, for some reason the screenshot is not showing up. Is there any chance you can add it to a Google drive or something?

Thanks,

Eli

Re: Attachments

SBenAriKarni — Sun, 16 Apr 2023 09:58:34 GMT

Hi,

here again

Re: Attachments

elizheleva — Sun, 16 Apr 2023 16:39:22 GMT

Hi @SBenAriKarni ,

Thank you for re-sending the screenshot. That's interesting. I did a few tests and every time I see the attachments.

I guess, the next questions are - if you were to go on the Activities tab, do you see all conversations on that ticket? And if so, within those conversations, do you see the attachment or still not?

I'm trying to understand if that's something due to the inbox configuration. Do you have any tickets that are coming from chats? If so, is it possible that the chat is not sending the attachments as expected? Is it worth having a quick call, so you can share your screen and we can do some live tests? DM me if you want me to have a look.

From my side so far, there's no reason why it's not working, so I need to be looking at your setup to be able to help you. 🙂

Cheers,

Eli

Re: Attachments

SBenAriKarni — Mon, 17 Apr 2023 06:16:37 GMT

Dear Eli,

You so many questions that I have no answers to 😊
A few weeks ago I already shred the screen with Silman and he found nothing, but I’ll be happy to try again.
I am working until 16:00 Israel local time. Since I have no idea where is your location, please advise when it will be comfortable.

Have a nice day,
Sharon

Re: Attachments

elizheleva — Fri, 21 Apr 2023 14:24:41 GMT

Hey @SBenAriKarni ,

it's been a busy week, thank you for your patience on this. Here's a link to my calendar, please book a meeting directly with that - https://meetings.hubspot.com/elizheleva2/help-the-community

Have a great rest of the day,

Eli

PS: I'm in the UK 🙂

Re: Attachments

JakeKnight — Tue, 22 Aug 2023 20:41:51 GMT

We recently onboarded a new rep who is having the same issue. They are unable to see existing attachments in deals. The user has been granted a paid Sales Enterprise seat and assigned to the same team and permissions sets as her coworkers. It's the only thing she doesn't have access to.
These are files under the Attachments section of the deal.

Re: Attachments

BérangèreL — Wed, 23 Aug 2023 09:52:44 GMT

Hi @JakeKnight and all,

Thank you for reaching out to the Community!

I understand that a user cannot see the attachments on deals, is that right?

I found this article for you "HubSpot user permissions guide" that might help you!

I also wanted to invite a couple of subject matter experts to this conversation @jforte, @ConnorSlivensky and @GeorgeBThomas do you have any suggestions to help @JakeKnight, please?

If anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thanks and have a lovely day!

Best,
Bérangère

Re: Attachments

elizheleva — Wed, 13 Sep 2023 22:36:59 GMT

Hi, @SBenAriKarni ,

I hope you're doing well. Did you ever get this sorted?

I had it with a client myself and I managed to figure it out! 🙂 If you go into the permissions, under CRM and the NOTES (I know that it's not a note, which is why we might have overlooked it), for my clients, the people who could not see the attachments had the settings as "owned only", instead of "everything", which is why they couldn't see the attachments that other people had added to deals/tickets.

I hope that solves it for you, too! 🙂

Tagging the other people who had the same issue: @DavidVoigt , @JakeKnight

Thanks,

Eli

Re: Attachments

SBenAriKarni — Thu, 14 Sep 2023 06:39:46 GMT

Hi,

Thank you.
It just fix itself 😊

Best regards,
Sharon

Re: Attachments

Franci — Mon, 06 Nov 2023 15:36:44 GMT

Hi Everyone,

I work for a HubSpot Diamond Partner. We have developed an app for the marketplace that helps identify objects with attached files and provides a live count of the associated attachments, continuously updated in real-time.

We are seeking beta testers who can try our app at no cost, provide valuable feedback, and assist us in enhancing the product's overall usability.

👉 Join the Beta Test -> Installation link 🔗

👉 How it works document -> PDF

While you're here, don't forget to check out our other apps in the HubSpot Marketplace for more helpful solutions!

Cheers!

Re: Attachments

NBlenkinsopp — Tue, 28 Nov 2023 21:12:19 GMT

Thanks that fixed it for me