topic Re: File Upload button in customer portal Ticket Form not working. in Tickets & Conversations

File Upload button in customer portal Ticket Form not working.

SBosevich — Sun, 11 Aug 2024 21:27:48 GMT

We have a form set up for users on our customer portal and knowledgebase to use to submit a new ticket. It works fine in the Knowledgebase (though I HATE the multiple file functionality of having to select all before attaching - what if the files are in different places?).

However, in the Customer Portal, I encounter the following 2 issues:

When you click Choose Files and select a file (under 100MB), nothing happens. There is no indication that a file was uploaded - nothing displays at all. After submitting and back in View Tickets, the ticket is present with the file attached.
When clicking Submit (regardless of attaching a file), I get a blank screen - no "thank you" message like you see in the KB - it's completely blank other than the header.

Is this how it is supposed to work? Why can't it work like it does in the Knowledgebase? In the KB, you get to see a list of the files that you've attached, and then a "thank you..." message appears. What am I missing?

Re: File Upload button in customer portal Ticket Form not working.

CKhan2 — Mon, 12 Aug 2024 10:40:29 GMT

Facing same issue

Re: File Upload button in customer portal Ticket Form not working.

kennedyp — Mon, 12 Aug 2024 18:21:29 GMT

Hi @SBosevich ! Thank you for your post. I understand you are seeing inconsistent behavior with file uploads through a form in your Customer Portal.

This behavior does seem worthy of some more investigation. I see your account does have access to HubSpot Support. I recommend submitting a ticket with Support and they can help you troubleshoot exactly why we see this behavior.

@CKhan2 I appreciate your input as well! Do you notice the same behavior differing from Knowledge Base to Customer Portal? Could you provide screenshots of this behavior?

I also want to invite some of our subject matter experts to chime in! @franksteiner79 , @karstenkoehler, @Gaurav_Aggarwal have any of y'all experienced this same behavior or have any ideas of what might be happening here?

Best,
Kennedy

Re: File Upload button in customer portal Ticket Form not working.

SBosevich — Tue, 13 Aug 2024 13:44:34 GMT

Thanks for the reply! Here's a link to a vid of the behavior. https://www.loom.com/share/76a250b887fd4092b33ff4db18dc4a5b?sid=2f0b892b-5f0b-4ab9-9e71-9e8077a73fd7 I have a feeling that something is amiss in the developer side of the platform. What, I have no idea as no one here goes there.

Re: File Upload button in customer portal Ticket Form not working.

kennedyp — Tue, 13 Aug 2024 21:57:49 GMT

Hey @SBosevich 😊 Great video explanation-- I also see you have an open ticket with Support now, so I am glad they will be able to help you! I might also recommend following these instructions to collect a HAR file and send it to your Support Specialist. This will help them visualize any notable errors in your network that could explain the issue.

The file may not fit in the email, but you can upload it to your HubSpot Files.

Best,
Kennedy