Why do I have two sections to see files attached against a ticket?

Service Hub Tickets & Conversations
1

Hi,

I have a form that generates a ticket. This form is made up of different properties, that point to different objects (ticket, contact, company). I have set-up all ticket properties as “Information” properties.

However, If I complete the form, and I upload files against it. A ticket is generated. Once the ticket is generated, I go into the ticket details page.

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In the right section of the ticket, I see that the attachments section is empty.

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However, If I open the section “About this ticket”, and I check for the label of the property name that holds the addresses of the uploads, I can see that there was a file added against it.

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  • What is the difference between this two fields?
  • Does this have something to do with the ticket properties being of “information” or “Activity” type?
  • Is there a way to see better multiple files?
2

Hi @02091,

From the HubSpot point of view, these are two entirely separate features, not connected at all. (I know, it doesn’t make sense.) Attachments (right sidebar) are uploaded by HubSpot users. Contact input via forms is stored in record properties (left sidebar). It’s not possible to have contacts upload a file and have it show in the right sidebar.

Other users have already requested a better connection of these two features: File Uploads as Attachments. I’d recommend upvoting and commenting. The product team reviews these requests based on their popularity.

Best regards!